MedicaidDocumentationMedium impact
26-916 Use Language Assistance Program to Meet Members' Language Needs
Health Net·CA·Provider News
We identified it
Aug 11, 2026
Summary
Health Net/CalViva Health has clarified requirements for the Language Assistance Program (LAP) to serve members with limited English proficiency, hearing impairments, or diverse cultural backgrounds. Hospitals must use qualified interpreters and cannot rely on staff members, minors, or family members to interpret except in emergencies. This policy enforces compliance with California state language assistance regulations and requires staff training.
Action Required
Immediately: Billing and front-desk staff must ensure all patient interactions with members requiring language assistance are documented in the medical record. Do NOT bill for interpreter services provided by unqualified staff or minors. Verify that qualified bilingual staff or contracted interpreters are used for all member communications. Before scheduling appointments, identify members with LEP or communication needs and arrange qualified interpreters in advance. Billing team: Do not process claims that document use of unqualified interpreters, minors, or family members except in documented emergencies. By end of Q1 2025: All clinical and administrative staff must complete the no-cost cultural competency training available at Think Cultural Health (OMH) or the Plan's Cultural Competency Training program. Update staff training protocols to reflect that members have the right to file discrimination complaints with the Office of Civil Rights if language needs are not met. Contact Health Equity Department (800-977-6750) for questions on proper interpreter billing and documentation standards.