26-917 Use Language Assistance Program to Meet Members' Language Needs

REQUIREMENTS: - Immediately: Billing and clinical staff must ensure all patient encounter documentation includes notes when interpreter services are used (qualified interpreter type, language, date/time). - Immediately: Stop practice of using staff members without bilingual certification or minors as interpreters. Only use qualified interpreters from LAP or external qualified services. - Immediately: If interpreter services are not available in-house, staff must direct members to call the number on their Health Net/Community Health Plan of Imperial Valley ID card for LAP support rather than asking members to provide their own interpreter. - By end of business week: Billing team must audit any claims or encounter notes from the past 90 days that document use of non-qualified staff, minors, or patient-provided interpreters and flag for correction/resubmission if needed. - Within 30 days: All clinical and administrative staff should complete cultural competency training through Think Cultural Health (OMH no-cost program) or the Plan's Cultural Competency Training program. Maintain training records. - Document in billing/EMR system: When an attending adult is used as interpreter in non-emergency situations, the member's agreement and reason must be noted in medical record to demonstrate compliance. - Contact for questions: Community Health Plan of Imperial Valley at 833-236-4141 (Behavioral Health: 844-966-0298). Non-compliance may result in grievances, discrimination complaints filed with Office of Civil Rights, and potential denial of claims if documentation is insufficient.