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Interpreter Services

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These services are free for Hoosier Healthwise and Healthy Indiana Plan members enrolled in Anthem Blue Cross and Blue Shield. 
Interpreter Services Desktop Reference 
Download and print a Desktop Reference guide (PDF) with individual language aids for patients.  
Telephone Interpreter Services 
During business hours, members may call our Customer Care Center at 1-866-408-6131.
Providers may call 1-866-408-6132. After-hours, call MedCall® at 1-866-800-8789.  

Give the customer care representative the member’s identification number.

Explain the need for an interpreter and state the language.

Wait on the line while the connection is made.

Once connected to the interpreter, introduce the Anthem member, explain the reason for the call, and begin the dialogue.

 
Face-to-Face Interpreters Including Sign Language 
Members may call our Customer Care Center at 1-866-408-6131 to schedule services during business hours. 
Providers may call 1-866-408- 6132. 72 business hours are required to schedule services, and 24 business hours are required to cancel. Providers may also schedule by e-mailing ssp.interpret@wellpoint.com. Registration with our secure e-mail is required. Please type “secure” in the subject line. 
 
Interpreters are to complete this form and submit with their invoice 
 
TTY and Relay Services (for members with hearing loss or speech impairment) 
During business hours, call Anthem’s TTY line at 1-866-408-7188. The Indiana relay service is available 24 hours a day by calling 1-800-743-3333 or 711.  
Tips for Working with Interpreters 

Brief the interpreter in private before the member’s visit. Provide relevant information about the member.

Encourage the interpreter to ask questions or clarify a message whenever necessary.

Address the member directly. Avoid directing all comments to the interpreter.

Talk in short sentences. Discuss one concept at a time.

Be patient. Careful interpretation may require the interpreter to use long phrases. It can take more words or time to describe a concept in another language.

Avoid using medical jargon when possible. It may be difficult for the interpreter and member to understand.

Be aware of nonverbal cues from the member, such as head nodding, smiles, body position, etc. These may indicate how much information is being understood.

 
Tips for Communicating with Patients Who Speak Limited English 

Speak slowly, not loudly.

Organize what you are going to say first. Use short, simple sentences. Keep in mind that what is said at the beginning and end of a discussion is remembered most.

Face the patient and watch facial expressions and body language. If these don’t agree with the words the patient is using, or if the patient’s expressions indicate that he or she does not understand you, slow down and start again.

Try to ask questions that cannot be answered “yes” or “no.” Instead, ask questions in a way that requires the patient to respond with information. For example, ask questions that begin with “why,” “how,” or “what.” The answers you get will help you know whether the patient properly understands the question.

Rephrase and summarize often.

 
©2005-2014 copyright of Anthem Insurance Companies, Inc.

Anthem Blue Cross and Blue Shield is the trade name of: In Colorado Rocky Mountain Hospital and Medical Service, Inc. HMO products underwritten by HMO Colorado, Inc. In Connecticut: Anthem Health Plans, Inc. In Indiana: Anthem Insurance Companies, Inc. In Kentucky: Anthem Health Plans of Kentucky, Inc. In Maine: Anthem Health Plans of Maine, Inc. In Missouri (excluding 30 counties in the Kansas City area): RightCHOICE® Managed Care, Inc. (RIT), Healthy Alliance® Life Insurance Company (HALIC), and HMO Missouri, Inc. RIT and certain affiliates administer non-HMO benefits underwritten by HALIC and HMO benefits underwritten by HMO Missouri, Inc. RIT and certain affiliates only provide administrative services for self-funded plans and do not underwrite benefits. In Nevada: Rocky Mountain Hospital and Medical Service, Inc. HMO products underwritten by HMO Colorado, Inc., dba HMO Nevada. In New Hampshire: Anthem Health Plans of New Hampshire, Inc. In Ohio: Community Insurance Com pany. In Virginia: Anthem Health Plans of Virginia, Inc. trades as Anthem Blue Cross and Blue Shield in Virginia, and its service area is all of Virginia except for the City of Fairfax, the Town of Vienna, and the area east of State Route 123. In Wisconsin: Blue Cross Blue Shield of Wisconsin ("BCBSWi"), which underwrites or administers the PPO and indemnity policies; Compcare Health Services Insurance Corporation ("Compcare"), which underwrites or administers the HMO policies; and Compcare and BCBSWi collectively, which underwrite or administer the POS policies. Independent licensees of the Blue Cross and Blue Shield Association. ® ANTHEM is a registered trademark of Anthem Insurance Companies, Inc. The Blue Cross and Blue Shield names and symbols are registered marks of the Blue Cross and Blue Shield Association. Use of the Anthem Web sites constitutes your agreement with our Terms of Use