26-915 Use Language Assistance Program to Meet Members' Language Needs

Immediately: (1) Front desk and clinical staff must cease requiring or allowing members to provide their own interpreters. (2) Billing and clinical teams must update encounter documentation templates to include fields for recording interpreter usage and emergency circumstances if applicable. (3) Providers must stop using non-qualified bilingual staff or minors (except documented emergencies) for member communication—use only qualified interpreters through Health Net's Language Assistance Program. (4) All providers should complete no-cost cultural competency training through OMH's Think Cultural Health platform or Health Net's Cultural Competency Training program. (5) If interpreter services cannot be provided in-house, staff must direct members to call the number on their Health Net ID card to access LAP services. (6) Compliance failures may result in member grievances filed with Health Net and discrimination complaints to the Office of Civil Rights, which could trigger regulatory sanctions. Contact Health Net Provider Services for questions: Medi-Cal 800-675-6110, all other plans use line-of-business specific numbers provided in policy.