24-731 Meet Members' Language Needs with the Language Assistance Program

Date: 07/24/24

The Language Assistance Program (LAP) makes it easy for you to follow language service requirements

You can request no-cost interpreter services for your patients:

• Contact Health Net Member Services at the phone number on the member’s identification (ID) card or by calling the Provider Services Center at the phone numbers listed below.
• Send the request as soon as the appointment is made, but not less than five business days before the appointment.
• Use phone interpreter services for same day appointments or when an in-person interpreter is not available.

Our LAP supports members who have limited English proficiency (LEP), have hearing impairment or have low vision. LAP requires contracted providers to adhere to the requirements outlined in this update.

Threshold languages information

Threshold languages for Health Net members are:

• Commercial (HMO/PPO/POS): Chinese, Korean, Spanish
• Medi-Cal:
  • Inyo, Mono, Stanislaus, and Tulare counties: Spanish
  • Los Angeles county: Arabic, Armenian, , Chinese, Farsi, Khmer, Korean, Russian, Spanish, Tagalog and Vietnamese
  • San Joaquin county: Chinese and Spanish
  • Sacramento county: Arabic, Chinese, Farsi, Hmong, Russian, Spanish and Vietnamese
  • Amador, Calaveras, and Tuolumne counties: English
• Wellcare By Health Net (Health Net): Threshold languages for members are based on members’ benefits.

Participating physician groups (PPGs) have access to members’ preferred spoken and written languages through Health Net's Eligibility Report available on the provider portal and search under Provider Reports. Individual and ancillary providers can get members’ language preferences by contacting Health Net’s Provider Services Center.

Provider groups delegated for case management (CM) or utilization management (UM) may send any member information that needs translation to the member’s threshold language or alternate formats to Health Net via email. We cannot accept scanned or faxed documents. Please follow these directions for materials sent for translation or an alternate format:

• Send the material in a Word or unlocked PDF format with member name, member ID and member address.
• Care plans must send document at 6th grade reading level or below.

Learn about members’ demographics

In 2023 our membership data indicates the population of our members was as follows:

Line of business	Member’s Demographics
Commercial (HMO/PPO/POS)	2.8% African American/Black, 0.2% American Indian/Alaska Native, 20.3% Asian/Pacific Islander, 26.6% Latino/Hispanic, 24.5% White/Caucasian, 14.7% Other, and 10.9% Unknown. Of this population, 19.2% were members with LEP. The top preferred non-English spoken languages were Spanish (5.7%), Korean (1%), and Mandarin (1.2%).
Medi-Cal	9% African American/Black, 0.2% American Indian/Alaska Native, 10% Asian/Pacific Islander, 54% Latino/Hispanic, 16% White/Caucasian, 1.4% Other, and 9% unknown. Of this population, 38% were members with LEP. The top preferred non-English spoken languages were Spanish (29%), Armenian (2%), Cantonese (1%) and Russian (1%).
Wellcare By Health Net	9% African American/Black, 0.3% American Indian/Alaska Native, 9% Asian/Pacific Islander, 15.7% Latino/Hispanic, 58.1% White/Caucasian, 7.2% Other, and 0.7% unknown. Of this population, 20.5% were members with LEP. The top preferred non-English spoken languages were Spanish (16%), Mandarin (0.2%) and Cantonese (0.1%).

Take cultural competency training

We urge all providers to take cultural competency trainings offered by the Office of Minority Health (OMH). OMH offers
no-cost computer-based trainings to help providers better serve a diverse population. The Institute for Healthcare Improvement has free material and resources to improve language communication with patients. These are free for Download. Health Net does not sponsor these trainings or materials. You can also access Health Net’s cultural competency training for providers and PPG staff. For information about interpreter services, cross-cultural communication and health literacy, contact the Health Equity Department via email or by phone at 800-977-6750.

Provide your race and ethnicity

Consider providing your race and ethnicity information to Health Net. This information is voluntary and is used for health disparity reduction efforts. You can provide this information on the Quarterly Active Physicians Listing Report on Health Net’s provider portal  > Provider Reports > Legacy Portal.

Ensure your language services meet standards

Health Net members with LEP must be provided with interpreter services. Health Net does not delegate the provision of interpreter services to providers. We encourage you to use the interpreters available from Health Net. Members have the right to file a grievance with Health Net and to file a discrimination complaint with the Office of Civil Rights if their language needs are not met. Health Net’s LAP complies with the Health Care Language Assistance Regulations.

Health Equity resources to Identify a patient's language, interpreter services, and more are available in the Provider Library > Health Equity, Cultural and Linguistic Resources.

Language services requirements

Prohibited language service practices

Make sure interpreters are available at no cost to members at the time of the appointment. Make sure members with LEP are not subject to unreasonable delays in the delivery of services, including after hours. Extend the same program and activity to all members regardless of language preference. Provide services to members with LEP that are as effective as those provided to all members. Record the member’s language needs, and request or refusal of interpreter services. Send UM or CM document alternate format or translation requests to Health Net within 48 hours of request from the member. Use interpreters or qualified bilingual staff to communicate with members with LEP. Provide translated member grievance forms upon request.

Ask or require members to take their own interpreter. Rely on staff other than qualified bilingual staff to communicate directly with members with LEP. Use of a minor or attending adult to interpret or help with communication, except: In an emergency where a qualified interpreter is not available. You must note the emergency in the member’s medical record. A parent cannot give permission for a minor child to interpret in any circumstances. If the member asks for the attending adult to interpret, that adult must agree to assist and the reliance on that adult is fitting. Note in the member’s medical record the reason for the use of an attending adult as an interpreter. Delay the appointment time due to no availability of interpreter services.

LAP FOR ALL PROVIDERS
Language assistance service or document	Explanation
Qualified interpreter services that comply with California requirements	In-person, video remote or phone interpreters are available at no cost. Phone interpreters are available in more than 150 languages 24/7. Use of phone interpreters does not require advance notice. Interpreters can offer insights on common cultural communication issues. We provide guidance on compliance with state requirements for the use of bilingual staff.
Sign language services	American Sign Language (ASL), Tactile, Certified Deaf, Pidgin Signed English (PSE) and Signed Exact English (SEE) interpreters are available.
Medical record documentation	Document the member’s language preference (including English) and the refusal or use of interpreter services in the member’s medical record.
Member grievance/complaint forms	Provide translated member grievance forms upon request (available in the Provider Library, select your line of business and search under Forms and References > Member Grievance/Complaint Form).
LAP FOR PPGs ONLY
Language assistance service or document	Explanation
Non-discrimination notice and taglines	Include Health Net non-discrimination notice and taglines with information sent to all members (available in the Provider Library, select your line of business and search under Forms and References > Nondiscrimination Notice and Language Assistance Notice).
Translation services	UM or CM materials must be made available to members who have a preferred language or format listed on the Health Net’s Eligibility Report. The PPG must send the document within 48 hours. Refer to the threshold languages information above.

 

Additional information

If you have questions regarding the information contained in this update, contact the applicable Health Net Provider Services Center at: 

Line of business	Phone number	Email
IFP Ambetter PPO	844-463-8188	email
IFP Ambetter HMO	888-926-2164	email
Health Net Employer Group HMO, POS & PPO	800-641-7761	email
Medicare (Individual & Employer Group)	800-929-9224	email
Medi-Cal	800-675-6110	N/A

 

This information applies to Physicians, Participating Physician Groups (PPGs), Ancillary Providers, Community Supports (CS) Providers, Enhanced Care Management (ECM) Providers, and Behavioral Health Providers.

For Medi-Cal, this information applies to Amador, Calaveras, Inyo, Los Angeles, including Molina, Mono, Sacramento, San Joaquin, Stanislaus, Tulare and Tuolumne counties.