Cultural and Linguistic Services

The Alliance offers interpreter services for eligible Alliance members with limited English proficiency (LEP) or who are deaf or hard of hearing. All services are offered at no cost to providers and members.

To request language assistance materials, please contact Provider Services at 800-700-3874, ext. 5504.

To learn how to best work with an interpreter, review these tips for working with interpreters courtesy of Language Line Solutions.

Providers can directly access a telephonic interpreter 24 hours a day, 7 days a week. Brief the interpreter about the type of call and summarize what you wish to accomplish. Provide special instructions as needed.

Language Line Solutions 

Offers over 200 foreign languages, including indigenous languages.

1. Dial the toll-free number: 833-635-1918.
2. At the prompt, select desired language:
   1 – For Spanish.
   6 – For all other languages or Customer Service Associate.
3. Provide the following:
   • Language needed.
   • Caller’s first name.
   • Doctor’s last name and company name.
   • City.
   • Alliance Member ID. 

To see a complete list of languages offered by Language Line Solutions, view the Audio Interpreting Language list. Note: For a Mixteco telephonic interpreter, please call ahead to schedule an interpreter. 

CBDIO Interpreting

1. Specializes in Indigenous languages from Mexico and Central America. the toll-free number: 559-840-9384.
2. Provide the Alliance access code: 844039.
3. Provide the following:
   • Indigenous language needed.
     • Include the name of the member’s town of origin, district and state if possible (ex: San Miguel Cuevas, Juxtlahuaca, Oaxaca).
   • Caller’s first name.
   • Alliance member’s full name.
   • Alliance member’s ID.
   • Alliance member’s date of birth.
   • Doctor’s name or name of the facility.
   • Appointment date and time.

Note: For an Indigenous telephonic interpreter, please call ahead to schedule an interpreter.

Interpreter services are available for Alliance-covered services. Examples include:

• Members who are deaf or hearing-impaired.
• End-of-life issues.
• Abuse or sexual assault issues.
• Complex procedures or courses of therapy.

Prior notice and scheduling by the C&L Team are required to access all interpreter services. There are two ways to request an interpreter:

• Complete the Interpreter Request Form (Smart Form | PDF Form) and submit by fax to 831-430-5850.
• Call the Alliance Health Education Line at 800-700-3874, ext. 5580.

Interpreter requests should be made within 5-7 business days for all American Sign Language (ASL) requests and within 7-10 business days for all non-ASL requests.

Virtual Remote Interpreter (VRI) is a good option when an in-person interpreter might not be available or easy to access. VRI services are available for Alliance-covered services.

Examples include:

• Members who are deaf or hearing-impaired.
• Telehealth appointments.
• Languages that are harder to fill in the appointment area.

Prior notice and scheduling by the C&L Team are required to access all VRI services. Please be aware that provider offices must have the required technology to access VRI and must provide the log-in information or link for the interpreter to access. To submit a request for scheduling, please do one of the following options:

• Complete the Interpreter Request Form (Smart Form | PDF Form) and submit by fax to 831-430-5850.
• Call the Alliance Health Education Line at 800-700-3874, ext. 5580.

Virtual Remote Interpreter requests should be made within 5-7 business days for all American Sign Language (ASL) requests and within 7-10 business days for all non-ASL requests.

Providers may also use the Hearing or Speech Assistance Line at 800-735-2922 (English) or 800-855-3000 (Spanish) to communicate with a hearing-impaired member via phone. Please see our Interpreter Services Provider Quick Reference Guide for more information on our telephonic and face-to-face interpreting services, including the access codes and request process.

Federal and state laws require medical providers to offer qualified interpreters when needed. Using an untrained interpreter may result in miscommunication of medical information, compromising quality of care. For this reason, the Alliance discourages providers from using family members or any unqualified personnel as interpreters.

Per federal and state regulations and Alliance contracts, Alliance medical providers must abide by the following:

• Offer LEP and hearing-impaired patients a qualified interpreter at no cost to the patient.
• Do not require patients to bring their own interpreters or suggest that they use a friend or family member to interpret.
• Document every patient’s language in the medical record.
• Document in the medical record if the patient refuses an interpreter and prefers to use a family member or friend.

For more information on nondiscrimination and language assistance requirements, please visit the California Department of Health Care Services and the U.S. Department of Health & Human Services.

The Alliance values feedback from our providers about how we can improve our Cultural and Linguistic Services Program. You can submit your suggestions in any of the following ways:

• Email [email protected].
• Call the Alliance Health Education Line at 800-700-3874, ext. 5580.
• Call Provider Services at 800-700-3874, ext. 5504.

To report any concerns or issues with our language assistance services, please complete our Interpreter Services Quality Assurance Form and fax to the Health Education team at 831-430-5852.