California language assistance program (California commercial plans), UnitedHealthcare West - 2022 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 1-800-752-6096.
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 health 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
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
The member’s preferences for spoken language, written language and eligibility for written language service is displayed when checking eligibility and benefits in the UnitedHealthcare Provider Portal.
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.