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California Language Assistance Program (California Commercial Plans) - UnitedHealthcare West Supplement, 2018 UnitedHealthcare Administrative Guide

UnitedHealthcare of California members who have limited English proficiency have access to translated written materials and oral interpretation services, free of charge, to help them get covered services. For more program information, call 800-752-6096.

If the member’s language of choice is not English or they have limited English proficiency, try to arrange for oral interpretive services before the date of service.

Verbal Interpreter/Written Translation Services

The UnitedHealthcare West Call Center is a central resource for both care providers and members. The following information and services are accessible through the call center:

  • How to access and facilitate oral interpretation services for members needing language assistance in any language, or
  • Request for an in-person interpreter for a member by selecting the appropriate phone number (based on language preference) to speak with a customer service representative and/or to conference in an interpreter:

    UnitedHealthcare SignatureValue (HMO/MCO):
    800-624-8822; Dial 711 TDHI
    Spanish: 800-730-7270; 800-855-3000 TDHI
    Chinese: 800-938-2300

Where to Obtain the Member’s Language Preference

The member’s preferences for spoken language, written language and eligibility for written language service is displayed in the eligibilityLink app on Link.

Documentation of Member Refusal of Interpreter Services

If a member refuses your offer of an interpreter, you must note the refusal in the medical record for that visit. Documenting the refusal of interpreter services in the medical record not only protects you, it also helps ensure consistency. We verify compliance with this documentation when we conduct site reviews of medical records.

If a member wants to use a family member or friend as an interpreter, consider offering a telephonic interpreter in addition to the family member/friend to help ensure accuracy of interpretation. For all Limited English Proficiency (LEP) members, Document the member’s preferred language in paper and/or electronic medical records (EMR) in the manner that best fits your practice flow.