Requester HCA OPI Guides

6.19.2020

Updated Provider Guidance: Requesting interpreters during COVID-19 WA State of Emergency

 

Effective June 22^nd, 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

Requesters need to follow the guidelines below to properly create the request in the scheduling portal to ensure the interpreters know what type of service is being requested.

 

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. Requesting over-the-phone interpreters

HCA encourages OPI as the primary method of interpreting. There are no additional requirements or restrictions for requesting OPI. Providers must create the request with a type of service of “Phone Pre-Scheduled” and Universal Language will facilitate the phone conferencing. See Universal Language’s Requester Guidelines below for more information.

 

Important: Once the over-the-phone job is complete Requesters must enter the Start Time and End Time of the jobs in the Portal just like you would for In-Person jobs.

 

 

2. Requesting in-person interpreters to participate remotely through video

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 have their own video technology/software.
• Providers must create the request with a type of service of “in-person.”
• Providers must enter the link to the video in the “interpreter notes” field of the request.
• Providers must provide all technical assistance and troubleshooting for using the video technology/software.

 

3. Requesting in-person interpreters

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. Examples of medical necessity include:

• Communicating nuances of body language when messaging would be complicated without in-person interpretation, such as unusually complex assessments, occupational therapy, or behavioral health.
• When phone interpretation could be disruptive to therapeutic care and services (e.g., Applied Behavioral Analysis).
• Procedures and care requiring the patient to move from room to room and the interpreter on the phone cannot follow the patient (e.g., radiology).
• End of life care.

 

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.
• Providers must create the request with a type of service of “in-person.”
• Providers must enter a description of the PPE/safety precautions to be offered to the interpreter during an appointment must be entered in the ‘Interpreter notes’ field.
• 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.

 

Note: Interpreters are not required to accept in-person appointments or complete any in-person appointment if PPE/safety precautions are not offered during the appointment.

For questions please reach out to our scheduling department at scheduling@ulsonline.net

 

Resource Guides

Below you will find several resources with additional information on how the HCA OPI program will work. Please review all documents, attend or watch the pre-recorded Webinar.

At the time of your appointment call the below number and have your Job number and Client Phone Number (if telemedicine) ready to provide the Universal Language Agent:

1-855-422-6741   (1-855-HCA-OPI1)

Backup Local Number: 1-425-365-0085

HCA OPI Resources:

HCA OPI Requester Guidelines (PDF) – Rev. 9/7/2020

Sample Recording of OPI Call Setup from the Requester’s Perspective SampleRequesterOPICall

Webinars:

Pre-recorded: (Watch)