Interpretation Services now available
CMS requires agents/brokers and health plans to provide interpretation services when needed to ensure “equality of opportunity for meaningful access” to healthcare services and activities. This includes ensuring Non-English/Limited English and Disabled members are provided effective communication methods during the enrollment process (e.g., access to Over-the-Phone Interpretation, Video Interpretation and In-person Interpretation, including American Sign Language).
What you need to know
Learn when interpretation services are needed and how to access support for multilingual and sign language communication.
What this means to you
When scheduling an appointment with a prospect to review their healthcare needs, please confirm whether they need assistance with multilingual communication or sign language interpretation. If so, you may provide this service through Propio, a diversified language services company.
How to access Propio (available in over 300+ languages)
Propio has setup a pay-as-you-go model for agents and brokers to offer interpretation services in 300+ languages (including American Sign Language) to meet contractual and federal requirements. The cost to the agent for either over-the-phone or video interpretation is $0.95 per minute. To set up access to this pay-as-you-go service, please click on this link.
In-Person Sign Language Interpretation
Support deaf and hard-of-hearing members with in-person interpretation services for appointments across the U.S.
If an in-person sign language interpreter is needed for appointments with Humana/CarePlus existing or potential members, the Humana Concierge Service Team has setup an in-person sign language service available across the United States to make it easy for agents and brokers to meet Title III of ADA and Section 504 of Rehabilitation Act requirements regarding hearing impaired patients.
To schedule an in-person sign language appointment, please call (844) 992-2444 or send an email to accessibility@humana.com and provide the following information:
- Humana/CarePlus Member name
- Your Phone Number
- Address of Appointment
- Appointment City
- Appointment State
- Date and Time of Appointment
- Primary language of Appointment (what language do they read?)
If you do enroll a member who is deaf or blind, please email us at accessibility@humana.com so we can setup the member with a “concierge” level service to ensure we are providing communications in a way that fits their needs.
Language solutions for every channel
From quick questions to complex discussions, Propio ONE handles all interpretation needs through a range of offered solutions.
Phone Interpretation
Connect with qualified interpreters during appointments, customer service calls, and other time-sensitive conversations.
Video Interpretation
On-demand, video-based interpretation for meetings, appointments, and interactive discussions.
ASL Interpretation
In-person or video-based interpretation for appointments, meetings, and conversations where visual communication matters.
Questions?
Agents and Brokers with questions about Humana/CarePlus’ language assistance and American Disabilities Act (ADA) program should send an email to ADAservices@humana.com.
This process also applies to CarePlus.
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