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Welcome CareSource Providers

CareSource Partners With Propio to Provide Interpreting Services

Eligible Limited English Proficient (LEP), deaf, and hard-of-hearing members may request interpreting services during eligible visits to your facility. Through its partnership with Propio, CareSource makes it easy for participating providers to access interpreting services through Propio’s online interpreting management system.

As a CareSource provider, this page will guide you through the registration process for using interpreting services. It also includes terms and conditions, instructions for accessing services, and helpful tools for understanding the different types of interpreting and when to use them.

Types of Interpreter Services

Propio provides on-site interpreting, over-the-phone interpreting (OPI), and video remote interpreting (VRI) throughout Ohio, Georgia, and Indiana. OPI and VRI services are available in Arkansas.

On-Site Interpreters (OSI)

Qualified spoken-language and American Sign Language (ASL) medical interpreters are available for in-person, live interpreting at your facility.

Over-the-Phone Interpreters (OPI)

Qualified language interpreters are available by phone in the following situations:

  • When an on-site interpreter is not available
  • As a backup or first option for short or routine medical appointments
  • As a first option for rare languages that are not available for on-site interpreting, according to Propio’s language list
  • As a first option when a member prefers OPI
  • For emergency situations when there is not enough time for an on-site interpreter to arrive

State-specific usage policies:

Video Remote Interpreting (VRI)

With VRI, you and your patient can visually connect and communicate with an interpreter during the appointment. VRI requires a computer, tablet, or mobile device connected to the internet.

VRI may be used in the following situations:

  • As a first choice for any language when the visit will last no longer than 20 minutes
  • For ASL or spoken-language emergencies
  • As a first choice for other ASL appointments or spoken-language appointments with prior permission from CareSource
  • As a backup option when an ASL interpreter is not available on-site

State-specific usage policies:

Telehealth Appointments

If you are seeing a CareSource member through your telehealth platform, Propio can support most platforms with video or audio interpreting solutions. When requesting an interpreter, please specify which telehealth platform you are using.

Who Can Request Services?

Ohio — Statewide

  • Medicaid
  • MyCare

Indiana — Statewide

  • Indiana Medicaid HIP
  • Hoosier Healthwise

Georgia — Statewide

  • Georgia Medicaid
  • PeachCare for Kids
  • TRICARE

Arkansas — Statewide

  • PASSE — OPI and VRI

Florida — Statewide

  • OPI and VRI

Nevada — Statewide

  • OPI and VRI

Michigan — Statewide

  • OPI and VRI

Who Is Eligible for Interpreter Services?

Providers can access interpreter services for eligible members enrolled in the following state plans:

Ohio — Statewide

  • Medicaid
  • MyCare

Indiana — Statewide

  • Indiana Medicaid HIP
  • Hoosier Healthwise

Georgia — Statewide

  • Georgia Medicaid
  • PeachCare for Kids
  • TRICARE

Arkansas — Statewide

  • PASSE — OPI and VRI

Florida — Statewide

  • OPI and VRI

Locations: Propio provides on-site interpreting, over-the-phone interpreting (OPI), and video remote interpreting (VRI) throughout Ohio, Georgia, and Indiana. OPI and VRI services are also available in Arkansas, Florida, Nevada, and Michigan.

View TrueCare provider information

What Types of Appointments and Departments Are Covered?

Interpreter services are available for covered outpatient medical appointments.

The following appointment types and departments are not covered:

  • Surgical procedures
  • Pre-admission testing
  • Same-day surgery
  • Inpatient services
  • Emergency room or emergency department visits

How Do You Sign Up for Interpreting Services?

To sign up and begin using interpreter services, review the options below and select the one that best describes your situation.

Current Propio Client, but Not a CareSource Provider

If you are currently a Propio client but are not a CareSource provider, visit the CareSource website to learn how to join the CareSource network.

Current Propio Client and CareSource Provider in Ohio

If you are both a Propio client and a CareSource provider located in Ohio, complete Steps 1 and 2 below. The Propio team will contact you to enable your account for CareSource appointments.

CareSource Provider, but Not a Propio Client

If you are a CareSource provider but are not currently a Propio client, complete Step 1 below. The Propio team will contact you to create your account.

Not Sure Which Option Applies?

Complete Step 1 only, and the Propio team will contact you to help determine the correct setup.

Step 1: Contact Details

Step 2: Review and Sign the Usage Policy

After submitting your contact details, download the applicable usage policy, sign it, and email the completed document to ClientServices@propio.com.

Select the usage policy for your state:

Resources

Using Propio’s services is easy and convenient. After registering, Propio will reach out to you to assist with implementation and staff training. Additionally, the below resources are always available at this website for training new staff or a quick refresher.

Printable Usage Policy

We recommend reviewing and signing the applicable usage policy using the instructions in Step 2 above. If you have difficulty completing the process, download the policy and contact the Propio team for assistance submitting the signed document.

Language List

Propio continually recruits qualified medical interpreters to expand its language capacity. Interpreter services are currently available in more than 275 languages, including:

  • On-site interpreting in more than 40 languages
  • Video remote interpreting in more than 60 languages
  • Over-the-phone interpreting in more than 230 languages

View the OPI Language List

View Tips for Pre-Scheduled Calls

CareSource Provider Services

Providers can reach the CareSource Provider Services team by calling 800-488-0134.

Interpreting Management and Scheduling System

Atrium is Propio’s preferred interpreting management and scheduling system.

Training Video

Watch: How to Submit a Pre-Scheduled Request

Atrium User Guide

Download the Atrium Scheduling Setup and Client Insurance Validation Guide

Log In to Atrium