Who is Universal Language Service and what is the HCA ISP?
Universal Language Service (UniversalLanguage) is the Coordinating Entity contracted by the Washington State Health Care Authority (HCA) Interpreter Service Program (ISP) to provide spoken-language interpreters for Apple Health (Medicaid) clients receiving covered health care services.
What types of interpreter services are available for Apple Health (Medicaid) clients?
Pre-scheduled In-Person, Phone and Video interpretation is available through UniversalLanguage.
How much does it cost to request interpreters using the HCA ISP?
Interpreters will be provided at no cost to your organization.
Am I legally required to provide an interpreter?
Yes. Under Title VI of the Civil Rights Act of 1964 and the Americans with Disabilities Act (ADA), providers receiving federal funds must ensure language access for clients with limited English proficiency (LEP). The HCA ISP supports you in that obligation for Apple Health clients at no cost to you, as long as eligibility requirements are met and the interpreter is requested through UniversalLanguage.
What are the program eligibility requirements?
In order for HCA to pay for interpreter services, the following criteria must be met:
How do I request interpreters?
To request an interpreter through the HCA contract, your organization must be registered with UniversalLanguage (click here to register), and you must have a login to our online scheduling portal, where you will enter and manage interpreter requests. If your organization is registered, but you do not yet have an online scheduling portal login, click here to request a new login.
When can I request a specific interpreter?
You may request a specific interpreter to support continuity of care for the LEP client, when that interpreter is medically necessary for the client’s care rather than requested for convenience. When you enter the request on the portal, you must document the reason a specific interpreter is needed, and it must reflect the client’s care needs. Requests for specific interpreters aren’t guaranteed; whether one can be filled depends on the requested interpreter’s availability and timely response. Inappropriate or incorrect use of the specific-interpreter option is not allowed and may result in Universal Language Service and/or HCA investigation and could lead to HCA disallowing your facility from accessing the HCA ISP.
How do I know the interpreter is qualified?
Interpreters who accept an HCA Medical job through UniversalLanguage are Qualified Interpreters as defined by the contract, meaning they meet the minimum requirements to provide interpretation to Apple Health (Medicaid) clients and are certified, authorized, or recognized by the Washington State Department of Social and Health Services (DSHS) Language Testing and Certification (LTC) program for the languages they interpret. UniversalLanguage verifies and tracks each interpreter’s credentials, background check, and required documentation, and the scheduling system only allows an interpreter with the qualifications required for a given appointment to accept it. You don’t need to verify qualifications yourself; if an interpreter is assigned to your job, they have already met the contract’s requirements.
What does the HCA ISP not cover?
HCA ISP does not cover interpreter services for situations such as but not limited to: inpatient hospital services, nursing facility services, administrative services (such as scheduling, reminder calls, or paperwork), family member interpreters, or interpretation provided by a provider’s own employee. For the complete and current list, see HCA’s Interpreter Services billing guide page. You are responsible for the cost of interpreter services for non-covered appointments.
Does UniversalLanguage provide American Sign Language (ASL) interpreters for HCA Medicaid requests?
UniversalLanguage does not provide sign language interpreters for HCA Medicaid requests. See HCA’s Sign Language Interpreters page for information on that service.
What if UniversalLanguage doesn’t have an interpreter available for my request?
If UniversalLanguage does not have an interpreter available for an HCA Medicaid request, health care providers are still obligated to provide interpretation for Apple Health clients and should attempt other means to secure an interpreter for the request.
In limited cases involving behavioral health appointments, a reimbursement option may apply (see below).
Can I get reimbursed for privately obtained interpreters?
As a limited exception, to support the critical needs of a Behavioral Health (BH) client appointment, HCA permits a reimbursement option when no interpreter can be assigned through UniversalLanguage. Behavioral health appointments include Mental Health (MH) and Substance Use Disorder (SUD) services. If the contract cannot fill your request for a qualifying BH appointment, you may independently secure your own interpreter and be reimbursed at the current CBA interpreter rate. This option applies only to behavioral health appointments; it is not available for other Apple Health covered services. Full details on how to request reimbursement are in the HCA Provider Guide,
To receive reimbursement, you must submit the following documents to UniversalLanguage:
Copy of the paid invoice
Job number from UniversalLanguage with an “Unable to Fill” or “Interpreter Not Found In Time” status
W-9
Completed HCA Reimbursement Voucher Form (Download)
