By law, Contra Costa Health Plan (CCHP) must ensure members have access to free interpreter services when English is not their primary language. Interpreter services must be available 24-hours a day, 7-days a week for medical encounters. CCHP provides access to interpretation services 24-hours a day, 7-days a week. Providers are required by regulations to discourage members from using their own interpreters, such as family members, friends or minors.
Please note that the 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 were offered a professional interpreter, the provider must document this choice in the member's medical record.
Regional Medical Center Network
The RMC Network and clinics have procedures to use interpreter services through HCIN (Health Care Interpreter Network). Providers should be referred to the clinic coordinator/manager for specific procedures.
Contra Costa Health Plan CPN (Community Providers only)
Not including hospitals or Regional Medical Center facilities. Hospitals please use your own contracted vendor.
WHEN YOU NEED AN INTERPRETER ACCESS FAST OVER THE PHONE:
- DIAL: 1-866-874-3972
- PROVIDE: your 6-digit Client ID ------
- 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, if required:
- Patient Name
- Patient Date of Birth
- 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.
When calling or receiving a call from a limited English proficient individual: Use the conference feature on your phone to make a 3-way call, and follow the instructions above to connect to an interpreter.
- Tips for Communicating with LEP Patients
Face to Face Interpretation: CPN providers may also ask for in-person or face to face interpretation services for ASL (American Sign Language) or other languages. This service is only approved if the interpretation cannot be done over the phone such as ASL; is a sensitive topic such as a serious diagnosis; and requires visual explanation, etc. To arrange for Face to Face Interpreter Services call 1-877-800-7423 Press 4.
We provide flyers for your reception area
We provide flyers you can post in your office which state: Point to your language! We will get you an interpreter.
- Download/Print a copy of the flyer
If you have any problems accessing the Linguistic Services listed above you can call CCHP at: 925-313-6063.