Interpreter Services | Contra Costa Health

By law, Contra Costa Health Plan (CCHP) must ensure members have access to interpreter services (at no cost to them) if they prefer a language other than English or when they are deaf or hard of hearing. Interpreter services must be available 24-hours a day, 7-days a week for medical encounters. CCHP provides American Sign Language (ASL) interpreters through Video Remote Interpreting (VRI) and/or on-site ASL interpreters as needed for its members.

Providers are required by regulations to discourage members from using family members, friends or minors as interpreters.

Please note that a member has the choice to refuse professional interpreters and use adult family members or friends. If the member chooses to bring an interpreter after they are offered a professional interpreter, the provider must document this choice in the member's medical record.

Guidance for CCHP Network Providers

The procedure for arranging interpreting services varies depending upon location.

Community Provider Network (CPN)

CCHP's Community Provider Network (not including hospitals, skilled nursing facilities or RMC facilities) can access interpreting services in the following ways:

In Person/Face-to-Face Interpretation

Except for ASL interpreters needed for deaf and hard-of-hearing patients, we require 5 full business days advance notice for in-person interpretation. We request 5 full business days for in-person ASL interpreters, but will do our best to provide an in-person ASL interpreters if providing this notice is not possible.

CPN providers can only ask for in-person interpretation services for:

ASL (American Sign Language) for deaf or hard of hearing
End of life issues
Sexual assault/abuse issues
Life threatening diagnosis like: anaphylaxis, cancer, chemotherapy, transplants
Allergy testing, food trials, asthma education
Surgical procedure consent
Initial physical therapy evaluation
Complex behavioral health appointments

To arrange for In Person/Face to Face Interpreter Services you may submit your request by either:

Completing the Interpreter Request Form. For status on requests you submitted through the on-line form, please call 925-313-6000.
Calling 1-877-800-7423 (Press 4). This rings to Member Services during the day and to Advice Unit after 5 p.m. They gather the information needed, if you meet the criteria listed above, we will make arrangements with our vendor (Fluent Language Solutions).

Video Remote Interpreting (ASL)

Interpretation Service Over the Phone (not for ASL)

Available for all routine office visits, appointment scheduling, urgent care, labs, health education, pharmacy, etc. Offices can use any phone with a speaker.

Dial: 1-866-874-3972
Provide: your 6-digit Client ID (ID Provided by Provider Relations, you can call 1-877-800-7423 option 6 for more information)
Indicate: the language you need or press
- 1 for Spanish
- 2 for all other languages and state the name of the language you need
- 0 for assistance if you don’t know what language you need
Provide: Additional information:
- Patient Name
- Patient Date of Birth
- Contra Costa Health Plan Member ID
- Doctor Name
- Doctor Phone Number
Connect: to an interpreter, document his/her name and ID number in patient’s chart for reference. Summarize what you wish to accomplish and give any special instructions.

Tips for Communicating with LEP Patients

Video Telehealth Appointments

Additional Supports

Regional Medical Center (RMC) Network

The Regional Medical Center (RMC) Network facilities include Contra Costa Regional Medical Center and nine outpatient county health centers. Providers at CCRMC and the county clinics have access to the Health Care Interpreter Network (HCIN). Video interpreter units are installed in each health center exam room and at each bedside at CCRMC.

In-person ASL interpreters and ASL interpreting teams (including teams that include a deaf interpreter) are available where needed for effective communication. Sign language interpreting teams that include a deaf interpreter can support effective communication with a deaf or hard of hearing person who communicates using non-standard signs.

Using Video Interpreter Services Onsite

HCIN Instructions

Check in Epic under Demographics for the patient's preferred spoken and written language. Check to see what the interpreter sees by pressing "more," "self-view" – adjust the camera (especially important for ASL), then "exit."

Use speed dial for Spanish, ASL or all other languages
When recording comes on for all languages, choose from the attached list or badge card at any time
Please state your name and where you are calling from and speak directly to your patient/client – use first person
Document in the medical record, include interpreter ID number

In-Person ASL Interpreters

Interpreters for Video Telehealth Including ASL

Hospitals & Skilled Nursing Facilities

Hospitals and skilled nursing facilities must use their own contracted vendor for providing interpreter services. Vendor contracts should include in-person and remote ASL interpreters.

Translation & Interpreter Services for Written Materials

CCHP can assist your office to translate written materials for CCHP members in languages other than English. People who are deaf or hard of hearing may require sign language interpreters or translation into plain language (for example, sixth-grade English) to access written materials. Interpreters are available to verbally translate written materials for patients who have difficulty in reading or comprehension.

To inquire about translating or interpreting a document please email cchp.quality@cchealth.org.