| Insurance Company / Plan | Interpreter Service Type | Provider Access Instructions | Member Access Instructions | Contact Number | Provider Portal / Resource | Notes |
| Anthem Blue Cross (Elevance Health) | Over-the-phone interpretation | Call interpreter services, provide the member ID number, and request the patient’s preferred language. The interpreter will be connected to the visit or call. | Members may contact Customer Service for language assistance. | 1-800-677-6669 | Anthem Language Assistance Program Provider Portal | Available on demand for clinical encounters. |
| Blue Cross Blue Shield (BCBS) | Telephone interpretation, multilingual support, TTY | Call the dedicated language assistance line or the customer service number associated with the member’s plan. | Members may call the language assistance line or the Customer Service number on the back of their insurance card. | 1-800-200-4255 (TTY: 711) | BCBS Language Access & Translation Resources | Available 24/7. |
| Harvard Pilgrim Health Care (Point32Health) | Phone interpretation, document translation, TTY | Contact Harvard Pilgrim Language Assistance Services to arrange interpreter support. | Members may call directly for language assistance. | 1-888-333-4742 | Harvard Pilgrim Language Assistance Services | Supports phone interpretation and document translation. |
| Tufts Health Plan (Point32Health) | Phone, video, in-person, and ASL interpreters | Contact Tufts Health Plan to arrange interpreter services. For ASL or in-person interpreters, submit requests at least 72 hours in advance whenever possible. | Members may request language assistance directly through Tufts Health Plan. | 1-866-738-4116 | Tufts Health Plan Language Access Resources | Advance scheduling required for some services. |
| MassHealth | Phone interpretation and Video Remote Interpreting (VRI) | Contact MassHealth Customer Service to arrange interpreter services. | Members may call directly for language assistance. | 1-800-841-2900 | MassHealth Language Assistance Guide | Supports multiple language access options. |
| WellSense Health Plan (MassHealth Products) | Telephonic interpretation through Cyracom (approximately 300 languages) |
Step 1: Dial 844-945-4719. Step 2: Enter NPI number. Step 3: Enter 9-digit member ID. Step 4: Select and confirm language. Step 5: Add additional participant if needed. Step 6: Press *8 after interpreter joins. Step 7: Document interpreter ID number. |
Members may work through their provider or contact WellSense Member Services. |
Interpreter Line: 844-945-4719 Provider Services: 888-566-0008 |
WellSense Provider Portal | Available for providers who do not already have interpretation services. Translation of member communications is available upon request. |
Documentation Requirements
|
Requirement |
Action |
|
Interpreter Utilized |
Document interpreter use in the medical record. |
|
Interpreter Identification |
Record interpreter ID number when provided. |
|
Language Preference |
Verify and update the patient’s preferred language in the EMR. |
|
ASL/In-Person Requests |
Schedule as early as possible to ensure availability. |
|
Compliance |
Do not use family members or minors as interpreters except in emergency situations. |