Use this SOP to provide qualified interpreter services 24 hours a day for members who have limited English proficiency or need sign-language assistance.

☎ 24-Hour Interpreter Access

Health-network member: Use the member’s medical group or health network interpreter service from the contact list in this SOP.
CalOptima Health Direct member: Call CalOptima Health Customer Service at 714-246-8500. Prior authorization is not required.

📚 Resources Needed

The member’s medical record or electronic health record
The member’s CalOptima Health identification card and current eligibility information
The health-network interpreter contact list in this SOP
CalOptima Health Customer Service: 714-246-8500 for CalOptima Health Direct members
A list of languages spoken by qualified bilingual providers and staff at the site
The approved interpreter-service request and documentation workflow

✅ Before You Start

Interpreter services must be available 24 hours a day, seven days a week to all members with limited English proficiency through telephone language services or qualified on-site interpreters.
Provide interpreter services in the threshold languages identified for the site’s location.
Use the member’s medical group or health-network interpreter service when the member is enrolled in a health network. Use CalOptima Health for CalOptima Health Direct members.
Consistent with the Section 1557 requirement stated in the CalOptima protocol, do not rely on low-quality video remote interpreting or unqualified staff or translators when providing language assistance.
Staff used as interpreters must be assessed for medical-interpretation skills and capability and trained in interpreter ethics and standards.
The site must maintain a written policy that identifies languages spoken by bilingual providers and staff. If an Employee Language Prescreening Tool is used, it must be included in the policy.
A member’s request for or refusal of language or interpreter services must be documented in the medical record.

📘 Instructions

Step 1 Identify The Language Or Communication Need

Ask the member’s preferred spoken or signed language and record it in the medical record.
Offer qualified interpreter services whenever the member has limited ability to read, speak, write, or understand English or requests sign-language assistance.
Do not assume that a companion should interpret.

Step 2 Verify Eligibility And Health-Network Enrollment

Verify the member’s current CalOptima Health eligibility.
Determine whether the member is enrolled in a health network or medical group, CalOptima Health Community Network, or CalOptima Health Direct.
Use the health network or medical group listed for the member. For CalOptima Health Direct, use CalOptima Health Customer Service.

Step 3 Select The Interpreter Service

Telephonic interpreter service is recommended for urgent situations and short or simple conversations. It is available 24 hours a day, seven days a week.
Face-to-face interpreter service, including sign language, is recommended when a complicated or extensive explanation of treatment or symptoms is required.
Face-to-face service is available for scheduled medical appointments in an ambulatory setting and requires at least five working days’ advance notice.
Do not delay urgent care while waiting for a face-to-face interpreter. Use the available 24-hour telephonic service when appropriate.

Step 4 Prepare The Required Request Information

Member’s name
Member’s card identification number
Member’s gender
Member’s age
Date of the appointment
Time of the appointment
Language needed
Approximate duration
Type of visit
Doctor or facility name
Address of the appointment or location
Telephone number of the appointment or location

Step 5 Contact The Correct Service

For a member enrolled in a health network or medical group, use the network contact list below. The network will work with the clinic and member to coordinate interpreter services.
For a CalOptima Health Direct member, call CalOptima Health Customer Service at 714-246-8500. Prior authorization is not required.
Request either telephonic or face-to-face service based on the member’s need and the timing rules above.
Record the request date, time, service contacted, staff member, confirmation information, and scheduled interpreter details.

Step 6 Confirm Interpreter Qualifications

When using staff or contract interpreters or translators, request or maintain information about certification, assessments completed, qualifications, experience, and training.
Focus on the quality and accuracy of interpretation.
Bilingual staff may interpret or translate only when qualified. Their ability must be assessed, and their use must follow clear site policies, interpreter ethics, and professional standards.

Step 7 Follow Family Friend And Minor Restrictions

Do not use family members or friends as interpreters as the standard practice.
A family member or friend may be used only when specifically requested because of the member’s circumstances. Document the request and use in the medical record.
Never use a minor under 18 years old who accompanies the member as an interpreter.
Continue to offer a qualified interpreter to protect the accuracy and completeness of communication.

Step 8 Arrange Sign-Language Interpretation When Needed

Use qualified sign-language interpreter services for medically necessary health care and related services.
Appropriate uses include obtaining medical history and health assessments; obtaining informed consent and permission for treatment or procedures; providing medication instructions; explaining diagnoses, treatment, and prognosis; and providing mental-health assessment, therapy, or counseling.

Step 9 Document The Service Or Refusal

Document that interpreter services were offered.
Document the member’s request, the language or communication method, the interpreter source, the interpreter’s name or identifier when available, the modality, and the date and time of service.
If the member refuses interpreter services, document the offer and refusal in the medical record.
If a family member or friend is used at the member’s specific request, document the circumstances and the member’s request. A minor may not be used.

☎ Health Network Interpreter Contacts

Use these contacts after verifying the member’s health-network enrollment. The CalOptima Health binder identifies this contact list as updated in 2026.

AltaMed Health Services - AHN / AltaMed Health Services

Telephonic service: 855-848-5252
Face-to-face service: 855-848-5252

AMVI Care Health Network

Telephonic service: 866-796-4245
Face-to-face service: 866-796-4245

CHOC Health Alliance

Telephonic service: 800-424-2462 Member line; 800-387-1103 Provider line
Face-to-face service: 800-424-2462 Member line; 800-387-1103 Provider line

Family Choice Health Services / Family Choice Medical Group

Telephonic service: 800-611-0111
Face-to-face service: 800-611-0111

Noble Mid-Orange County

Telephonic service: 888-880-8811
Face-to-face service: 888-880-8811; ask for the Utilization Department

Optum

Telephonic service: 888-656-7523
Face-to-face service: 888-656-7523

Prospect Medical Group

Telephonic service: 800-708-3230
Face-to-face service: 800-708-3230; fax request to 714-560-7305; or submit a Prospect Medical Group online request.

Providence

Telephonic service: 855-359-6323
Face-to-face service: 855-359-6323

Regal Medical Group

Telephonic service: 844-292-5173
Face-to-face service: 844-292-5173

United Care Medical Network

Telephonic service: 877-225-6784
Face-to-face service: 877-225-6784

🛠 Troubleshooting

The Member Needs Immediate Language Assistance

Use the health network’s 24-hour telephonic interpreter service or CalOptima Health Customer Service for a CalOptima Health Direct member. Do not delay urgent communication while waiting for an in-person interpreter.

A Face-to-Face Interpreter Was Not Requested Five Working Days Ahead

Call the appropriate medical group or CalOptima Health immediately to discuss available options. Use qualified telephonic interpretation when appropriate so care and communication are not delayed.

The Member Requests A Family Member Or Friend

Explain that a qualified interpreter is available and recommended. If the member still specifically requests an adult family member or friend because of the circumstances, document the request and use. Never use a minor under 18.

A Staff Member Says They Are Bilingual

Do not assign the employee as an interpreter unless the employee’s language ability and medical-interpretation skills have been assessed and the employee has completed required ethics and standards training under the written policy.

The Requested Language Is Not Immediately Available

Keep working with the member’s medical group or CalOptima Health to locate qualified service. Escalate to the supervisor if communication or access to care may be delayed, and document all attempts.

✅ Completion Check

The member’s preferred language or communication need was identified and recorded.
Eligibility and medical-group or CalOptima Health Direct enrollment were verified.
The correct medical-group service or CalOptima Health service was contacted.
Telephonic or face-to-face service was selected based on urgency, complexity, and timing.
All required request information was provided.
The interpreter or bilingual staff member was qualified under the written policy.
No minor under 18 was used as an interpreter.
The offer, request, service, refusal, and any specifically requested adult family or friend interpreter were documented in the medical record.
Any delay or difficulty obtaining qualified service was escalated and documented.

References

Source: CalOptima Provider FSR/MRR Binder, Interpreter Services policy on page 161; Accessing Interpreter Services instructions and CalOptima Health Direct contact on page 164; Health Network Interpreter Services Contact List on page 165. Contact list updated 2026.

Interpreter Services