Important: Providers are expected to deliver services in a culturally, ethnically, and linguistically appropriate manner that respects members’ health beliefs, practices, and preferred language needs. Providers must also comply with Alameda Alliance for Health’s language assistance program requirements and standards.

Providers are responsible for ensuring interpreter services are available for members when needed and may utilize Alameda Alliance’s telephonic interpreter services program for support.

Providers must:[1]

• Provide qualified interpreter services or bilingual staff
• Ensure services are available at no cost to members
• Maintain access to interpreter services 24/7
• Document:
  • Member’s preferred spoken language
  • Interpreter use or refusal
• Not use family members, friends, or minors as interpreters

[1] Federal and state laws require language access services, including Title VI of the Civil Rights Act and Section 1557 of the Affordable Care Act, as well as California Title 22 regulations (§§ 70707, 75030, 72527).

When necessary, providers can access Alliance interpreter services using the correct modality for the need.  To refer to the decision tree to help decide when to use Alliance (preferred), please click here.

• Log in to the Provider Portal
• Verify member eligibility
• Access and submit the Interpreter Services Request Form

Fax

• Download the
• Fax completed form to: 1.855.891.9167

When to Submit a Request

• Submit requests 5 business days in advance
• Urgent/next day requests are not guaranteed but will be reviewed

After You Submit a Request

• You will receive an email confirmation when the request is submitted
•  A second email will confirm when an interpreter has been scheduled
• Alliance will notify you if:
  • The request cannot be fulfilled
  • The request does not meet in-person guidelines

Changes & Cancellations

• To modify a request: Cancel and submit a new request
• Provide 24-hour advance notice
• To help ensure timely access for all members, the Alliance monitors no-shows and cancellations, as they limit the availability of services for others.

I. Telephonic (Over-the-Phone Interpreting: OPI)

Use for:

• Administrative interactions
• Routine and follow-up visits
• Allied health services (e.g., PT, OT, respiratory therapy)
• Radiology, lab, and ancillary services

Available 24/7

II. Video (Video Remote Interpreting: VRI)

Use for:

• Telehealth visits [2]
• Recurring behavioral health or ABA services

Requires vendor setup and dedicated PIN

III. In-Person and ASL (Face-to-Face)

Use when clinically appropriate, including:

• Complex pre-operative/pre-procedure instructions such as:
  • Cancer
  • Open-heart surgery
• Transplant consultation
• Sexual assault or abuse
• Initial behavioral health evaluation
• Infusion such as:
  • Chemotherapy
• Complex physical therapy evaluation/re-evaluation
• End-of-life care
• Rare language
• Other
  • Note: Requires explanation of why provider internal resources are not sufficient and why an in-person interpreter is needed.

[2] Telehealth is the delivery of health care services remotely using phone, video, or other technology, supporting diagnosis, treatment, and consultation without an in-person visit.

Requires a completed Alliance Interpreter Services Request Form. Providers may submit the form by:

Provider Portal (preferred)

• Log in to the Provider Portal
• Verify member eligibility
• Access and submit the Interpreter Services Request Form

Fax

• Download the Interpreter Services Request Form
• Fax completed form to: 1.855.891.9167

When to Submit a Request

• Submit requests 5 business days in advance
• Urgent/next day requests are not guaranteed but will be reviewed

After You Submit a Request

• You will receive an email confirmation when the request is submitted
•  A second email will confirm when an interpreter has been scheduled
• Alliance will notify you if:
  • The request cannot be fulfilled
  • The request does not meet in-person guidelines

Changes & Cancellations

• To modify a request: Cancel and submit a new request
• Provide 24-hour advance notice
• To help ensure timely access for all members, the Alliance monitors no-shows and cancellations, as they limit the availability of services for others.

Providers can also use the Deaf and Hard of Hearing Assistance Line at 1.800.735.2929 or dial 711 to communicate with members who are deaf and/or hard of hearing via the phone.

Here are few tips when working with interpreters:

• Speak directly to the member
• Use clear, simple language
• Pause regularly
• Do not ask interpreters to summarize
• Avoid side conversations

To learn more about how to effectively work with an interpreter, please visit the Think Cultural Health-Resources Library.

The Alliance provides a multilingual flyer you can post in your office that says: “Point to your language! We will get you an interpreter”.

To view and download the flyer, please click here.

Providers may contact the Alliance or report a concern about our interpreter services in any of the following ways:

• Email: interpreters@alamedaalliance.org.
• Call the Alliance Provider Services Department
  Monday – Friday, 7:30 am – 5 pm
  Phone Number: 1.510.747.4510
  Email: providerservices@alamedaalliance.org