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.

Please see our Interpreter Services Provider Quick Reference Guide for more information on our telephonic, in-person and virtual remote interpreting (VRI) services, including the access codes and request process. To learn how to best work with an interpreter, review these tips for working with interpreters courtesy of Language Line Solutions.

*Note: Language assistance services are available for Alliance network providers to utilize with Alliance members. The service is not available for non-contracted providers unless approved to provide Alliance-covered services to Alliance members.

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. Please see our Interpreter Services Provider Quick Reference Guide for more information on our interpreting services, including the access codes and request process.

Language Line Solutions 

Offers over 200 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 number. 

To see a complete list of languages offered by Language Line Solutions, view the Audio Interpreting Language list.

Note: For a telephonic interpreter in the following languages, please call ahead to schedule an interpreter: Akateko, Kanjobal, Kiche, Mam, Mixteco (Alto and Bajo) and Q'eqchi’.

CBDIO Interpreting

Specializes in indigenous languages from Mexico and Central America.

1. Dial 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 ID number.
   • 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.

In-person interpreter services are available for Alliance-covered services.

Examples of when to use in-person interpreter services include:

• For members who are deaf and/or hard of hearing.
• Complex procedures or courses of therapy.

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

• Download and complete the Interpreter Request Form and submit by fax to 831-430-5850 or email to ListC&[email protected].
• Fill out the online Interpreter Request Form.
• 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) services are a good option when an in-person interpreter might not be available or easy to access. VRI services are available for Alliance members during Alliance-covered services.

Examples include:

• For members who are deaf and/or hard of hearing.
• Telehealth appointments.
• Languages that are harder to fill in the appointment area.

Please be aware that provider offices must have the required technology to access VRI services and must provide the login information or link for the interpreter to access.

Prior notice and scheduling by the C&L team are required to access all VRI services. 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.

To submit a request for scheduling, please do one of the following options:

• Download and complete the Interpreter Request Form and submit by fax to 831-430-5850 or email to ListC&[email protected].
• Fill out the online Interpreter Request Form.
• Call the Alliance Health Education Line at 800-700-3874, ext. 5580.

Providers can also use the Deaf and Hard of Hearing Assistance line at 800-735-2929 (English) or 800-855-3000 (Spanish) to communicate with members who are deaf and/or hard of hearing via the phone.

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 website.

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 831-430-5850.