Interpreter HCA OPI Guides
6.19.2020
Updated Policy for Interpretation Services during COVID-19 WA State of Emergency
Effective June 22nd, 2020 at midnight, Health Care Authority (HCA) will no longer prohibit in-person requests and Universal Language will no longer convert in-person requests to over-the-phone requests. Requesters will be responsible to determine and request the appropriate interpretation type of service from the following:
1. Over-the-Phone
2. Video Remote
3. In-Person
Interpreters will need to follow the guidelines below to determine if they are able to service the type of Interpretation requests, and if not must give back the job.
Important: Interpreters should closely manage their jobs by reviewing the interpreter notes field and giving back any jobs they do not want to complete. This includes in-person requests that do not have any comments in the interpreter notes field. If the interpreter accepts an in-person job with no comments, the interpreter is expected to complete the job. It is the interpreter’s responsibility to review the notes and give back any job they are unwilling to complete. Starting on July 1st, 2020 the full IRP policy will be reinstated.
During the duration of the Washington state of emergency, HCA will continue to offer over-the-phone (OPI) interpreters through Universal Language. This is the preferred method of interpretation, and providers are encouraged to request OPI whenever possible. Video-remote-interpreting (VRI) is not available through HCA’s contract with Universal Language; however, providers can request video interpretation through the Universal Language’s Scheduling Portal and use their own video based technology and in-person interpreters can participate remotely.
1. Over-the-phone Interpretation Requests
HCA encourages OPI as the primary method of interpreting. These requests will appear on the Interpreter’s Portal with a type of service of “Phone Pre-Scheduled” and Universal Language will continue to facilitate the phone conferencing. During the State of Emergency these jobs will be paid at In-Person rates and Requesters are required to enter Start and End Times in the Portal the same way as In-Person Jobs. See Universal Language’s Interpreter HCA OPI Guides for more information.
2. Video Remote Interpretation Requests
HCA will allow in-person interpreters to interpret remotely, through video, when the provider is using their own video based technology. The provider is responsible for the technology including any needed technical assistance.
Requirements for requesting remote interpreters:
• Providers must use their own video technology/software.
• These requests will appear on the Interpreter’s Portal with a type of service of “In-Person.”
• Interpreters must review the job to confirm if a link to the video conference is in the “interpreter notes” field of the request.
o If you do not want to or are not able to service a video request, you must give back the job within the IRP guidelines to avoid an incident.
• Providers will provide all technical assistance and troubleshooting for using the video technology/software.
Note: If the interpreter is experiencing technical difficulty for video-based appointments only, they may contact the requester directly to troubleshoot… Direct communication with an authorized requestor/provider for troubleshooting of a video-based appointment will be allowed by the interpreter and will not create an incident under the IRP process. Interpreters should contact jobs@ulsonline.com for all other communication regarding OPI or in-person appointments
3. In-person Requests
In-person requests should only be made when the provider has used their clinical judgement to determine it is medically necessary to support the client’s care needs.
Requirements for in-person interpreter requests:
• Providers are expected to provide in-person interpreters with the same level of personal protective equipment (PPE) and infection control measures used by medical professionals in their facility.
• These requests will appear on the Interpreter’s Portal with a type of service of “In-Person.”
• Interpreters must review the job to confirm a description of the PPE/safety precautions to be offered to the interpreter during an appointment in the ‘Interpreter notes’ field.
o If you do not want to or are not able to service a in-person request, you must giveback the job within the IRP guidelines to avoid an incident.
• Providers must comply with the PROCLAMATION BY THE GOVERNOR: AMENDING AND EXTENDING PROCLAMATIONS 20-05 AND 20-24 which applies to in-person interpreters.
• Providers are expected to comply with the DOH COVID-19 Infection Control Guidance for In-Person Interpretation Services, which applies to in-person interpreters.
Additionally Interpreters will be able to manage their own “Travel Area from Home” profile settings without having to contact Universal Language.
Note: Interpreters are not required to accept in-person appointments. Interpreters who choose to accept in-person appointments beginning June 22, 2020 should arrive to the appointment prepared and bring their own PPE, in the event PPE is not provided by the Medicaid provider.
Note: The incident resolution process will resume in full effective July 1, 2020.
For questions please reach out to our scheduling department at Interpreter@ulsonline.net.
HCA OPI Resources:
HCA OPI Interpreter Guidelines (PDF) – Rev. 6/19/2020Interpreter Call Scripts (PDF) – Rev. 4/10/2020 Sample Recording of OPI Call Setup from the Interpreter’s Perspective SampleInterpreterOPICall Interpreter PIN Validation Phone Number: Interpreter’s OPI Phone Number and PIN number will update from Salesforce into the Phone System nightly. The day AFTER you have set your OPI Phone Number and PIN in Salesforce you can test entering your PIN by calling this phone number 425-365-0071
NOTE: After you have initially set your OPI Phone Number and PIN you will need contact interpreter@ulsonline.net to reset them. See the HCA OPI Guidelines PDF for more information.
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