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Healthcare Interpretation and Translation

Culturally and Linguistically Appropriate Services

As required by Trillium’s contract with the Oregon Health Authority (OHA), and in order to advance health equity, improve quality, and help eliminate healthcare disparities in the communities we serve, Trillium uses the National Culturally and Linguistically Appropriate Services (CLAS) Standards as a foundation to implement culturally and linguistically appropriate services. Adoption of these Standards helps advance better health and healthcare in not only our communities, but the United States. Services provided by Trillium and Trillium’s provider network must be in an accessible and responsive manner to all members including those with diverse cultural and ethnic backgrounds, varied health beliefs and practices, limited English proficiency, disabilities, and different abilities regardless of race, color, national origin, sex, sexual orientation, gender identity, preferred language or degree of health literacy. 

To meet these requirements, if a member has limited English proficiency (LEP), is non-English speaking, has a hearing impairment, or requests an interpreter, providers must offer or arrange Health Care interpreter (HCI) and translation services for the member. This applies to all provider types, including physical, behavioral health, dental, and non-emergent transportation providers.

Interpreter Services

HCI services for members must meet the following requirements:

  • Interpreters are available at no cost to members at the time of the appointment and during and after hours for consultation and provision of care.
  • Member’s language needs, requests for and refusal of interpreter services must be documented in the member’s medical record.
  • Extend the same program and activity to all members regardless of language preference.
  • Services provided to LEP members are as effective as those provided to non-LEP members.
  • Family members or friends acting as an interpreter or translator for the patient is not appropriate since these persons are not usually familiar with medical terms, and interpretation or translation errors may be made or information be incorrectly communicated, overlooked, or withheld.

To arrange for HCI services, providers must follow at least one of the options below:

  • Use bilingual providers if the provider or office attested to proficiency in the needed language during the credentialing process with Trillium.
  • Use staff who are certified or qualified by OHA to provide interpretation services.
  • If staff are not OHA certified or qualified, use staff who are otherwise certified or qualified to provide HCI services, per State and Federal requirements.
    • Untrained staff who are not qualified or certified interpreters should not be used for HCI services. 
  • Contact Trillium Provider Services at 800-600-5472 and we will ensure arrangements are made for HCI services.
  • Use Trillium’s approved interpretation subcontractors. If HCI services are needed on short notice, providers can call Trillium’s interpretation subcontractors directly. No access code is required for these services. Inform the subcontractor you are calling to arrange for services for a Trillium Community Health Plan member. Both subcontractors provide on-site, telephonic, and video interpretation services. Video interpretation services include on-demand video remote (VRI) as well as Scheduled Video Interpreters/ telehealth (SVI). Contact either:
    • Linguava Interpreters: 503-265-8515
    • Passport to Languages:
      • Southwest Region (Lane County and surrounding area): 800-297-2707
      • Tri-County Region (Clackamas, Multnomah, and Washington County and surrounding area): 503-297-2707

When arranging interpreter services, please make the request as far in advance as possible, at least one business day, especially if there is a need for the interpreter to be physically present on-site at the visit or present via telehealth platforms. If advance notice is not possible, a telephone or remote video interpreter can be arranged by contacting the subcontracted interpreter services listed above.

Trillium will pay for HCI services provided for Medicaid covered services. If the service is provided by qualified or certified staff, providers can bill Trillium by adding HCPC code T1013 to the claim. If the service is provided by Linguava or Passport, the subcontractors will bill Trillium for the service.

Members with Hearing Impairment

Providers should be prepared to meet the needs of the hearing impaired.

To arrange for an American Sign Language interpreter to be present at an appointment, contact Trillium Provider Services at 877-600-5472 at least one working day before the appointment.

For urgently needed sign language interpreter services, call:

  • Linguava Interpreters: 503-265-8515
  • Passport to Languages:
    • Southwest Region (Lane County and surrounding area): 800-297-2707
    • Tri-County Region (Clackamas, Multnomah, and Washington County and surrounding area): 503-297-2707

If you do not have the ability to meet the needs of a patient/member with hearing impairment, please contact Member Services at 800-600-5472 and we will ensure that arrangements are made for care that will meet the member’s needs.

The Oregon Telecommunications Relay Service is available at 800-735-2900 to facilitate phone communication with members utilizing special telecommunications devices.

Translation and Alternate Formats Of Documents Services

To meet ADA, Section 1557 of the ACA, and CLAS requirements, providers must offer translation or alternate formats such as large print or braille of documents and materials used by their office at no cost to the member.

Providers are not reimbursed for costs related to translation and alternate formats of documents.