Language Assistance Services and Resources for Providers
Network-participating providers can access language assistance services, helpful forms, and discounted rates to help improve communication and care with patients.
Providers’ Responsibilities to Ensure Compliance with the Law
In compliance with the Americans with Disabilities Act (ADA) and Section 1557 of the Affordable Care Act (ACA), health care providers are required by law to provide and pay for language services for their limited English proficiency (LEP) patients free of charge and in a timely manner. These services include:
- Sign language interpreter services, including video remote interpretation services, for communication with patients who are deaf or hard of hearing, when needed, regardless of the cost, even if the cost of the interpretation services exceeds the amount a provider will receive for the services1 (except in California and New Mexico, please see state-specific laws for more information).
- Language assistance services, such as telephone and face-to-face interpretation services, as well as written translations for LEP individuals2 (except in California and New Mexico, please see state-specific laws for more information).
- Reasonable accommodations for those with disabilities, when necessary, to ensure they have an equal opportunity to participate in, and benefit from, programs or activities.
Language Assistance Resources for Providers
In addition to discounted rates for certain services, we offer the following language assistance services at no charge at all points of contact with Cigna Healthcare℠:
- Access to qualified professional interpreters
- Access to bilingual staff
- At the request of the customer, written translation of significant documents in more than 200 languages, including alternate formats such as Braille, large print, alternative fonts, and audio.
- Nondiscrimination notices and taglines that inform customers about the availability of free language assistance services, nondiscrimination rights, and how to file a complaint.
Interpretation and Translation Services
In today's cross-cultural society, and diversity in the general population expected to grow in future years, you may experience an increasing need for language interpreters to help create an optimal experience for you and your limited English proficient speaking patients.
We hope you find the following tips to be helpful in your interactions with language interpreters.
Types of Interpreter Services
- Telephone interpreter services are easily accessed and available for short conversations or unusual language requests
- Face-to-face interpreter services provide the best communication for sensitive, legal, or lengthy communications
- Trained bilingual staff provides consistent patient interactions for a large number of patients
- Video Remote Interpretation (VRI) provides real-time, convenient virtual interpreting services using your smart phone, tablet or laptop for virtual care when in-person services are not an option.
Minors and family members that patients wish to use as interpreters are discouraged in order to ensure reliable, accurate patient communication
Download this simple survey [PDF] (in English and Spanish) to help identify if your patient needs an interpreter.
How to Work with an Interpreter
- Acknowledge the interpreter as a communications professional
- Briefly introduce yourself to the interpreter (name and nature of the call or visit), and describe the type of information you are planning to talk about with your patient
- Give the interpreter the opportunity to introduce themselves to the patient
- Recognize the interpreter is the medium, not the source, of the message and that they are not responsible for what the patient says or doesn't say
What to Do During the Interpretation Session
- Allow enough time for the interpretation session
- Speak in the first person directly to (or facing) your patient, instead of speaking to the interpreter
- Speak clearly, at an even pace, and pause occasionally to ask the interpreter if they understand the information you are providing and the questions you are asking
- Remember, you do not need to speak especially slowly. This actually makes a competent interpreter's job more difficult
- Avoid interrupting during interpretation
- In some languages, it may take longer to explain a word or a concept
- Read body language in the cultural context
- Watch the patient's eyes, facial expressions, and body language. Look for signs of comprehension, confusion, agreement, or disagreement
Once you have identified your patient's preferred language, it may be helpful to document the language on paper or in electronic medical records. Posting colored stickers on the patient's chart to flag when an interpreter is needed (e.g., orange for Spanish, yellow for Vietnamese, green for Russian) may also be helpful for easy reference.
Discounted Language Assistance Services Rates for Your Patients
Access the following services at discounted rates of up to 50 percent for language assistance services for eligible patients with Cigna Healthcare coverage:
- Bilingual proficiency testing services
- Written translations
- Verbal and American Sign Language (ASL) interpreters via:
- Telephonic interpreters
- Face-to-face visits
- Video remote
Network-participating providers are able to access these discounts through our negotiated contracts with professional language assistance vendors. Providers contract and work directly with the vendors to schedule and pay for all language services.3
For vendor information, including available discounts, how to schedule services, and more, please reference the table below, or download and print our Language Assistance Services for Health Care Providers [PDF].
| Vendor Name | Service | Discount | Contact Information |
|---|---|---|---|
| Cultural Intelligence (CQ) Fluency | Written translation services | 10% | Joe DiDamo 1 (201) 580-0218 Joe.Didamo@CQFluency.com and CignaCQTeam@CQFluency.com |
| Bilingual proficiency testing services | 10% | Kelly Marek 1 (347) 415-1936 Kelly.Marek@CQFluency.com and CignaCQTeam@CQFluency.com | |
| Telephonic interpreter services | 5% | ||
| Face-to-face (in-person) interpreter services | 5% | ||
| Video remote services | 5% | ||
| Interpreting Services International (ISI) | Written translation services | 10% | Marc Chen
|
| LanguageLine Solutions | Telephonic interpreter services | Audio calls: $1.95 per minute Video calls: $2.95 per minute | Please contact your Provider Relations Representative for instructions on obtaining these discounts from LanguageLine Solutions. |
State-specific Laws for Interpreter Services
Cigna Healthcare is required by law to offer the following language assistance services in California, New Mexico, and Oregon.
| State | Interpreter Service Law |
|---|---|
| California |
For more information, visit the California Language Assistance Program page. |
| New Mexico |
|
| Oregon |
|
Additional information on state-specific laws for interpreter services can be found in the California, New Mexico, and Oregon editions of Cigna Healthcare Reference Guides. Access the guides by logging in to the Cigna for Health Care Professionals website (CignaforHCP.com) > Resources >Medical Resources >Doing Business with Cigna > Health Care Professional Reference Guides.
Questions About Language Assistance Services?
For more information about discounts for language assistance services, including the Federal and state-specific laws, view the Language Assistance Services flyer [PDF].
If you have questions about language assistance services, including how to keep compliant for any particular state, please call Provider Services at 1 (800) 88-Cigna (882-4462) or contact your Provider Relations Representative.
1 The law requires that qualified sign language interpreters be provided for patients who are deaf or hard of hearing while in a medical setting. The use of unqualified interpreters is extremely dangerous because these individuals are not trained to be professional sign language interpreters. Therefore, important information is at risk of being conveyed poorly or completely lost in translation.
2 Using family members, friends, or children as interpreters for individuals with LEP is discouraged because of serious concerns around competency, confidentiality, and conflicts of interest. Exercise caution if circumstances require the use of family members, friends, or children as interpreters for LEP individuals.
3 Services are provided by independent companies/entities and not affiliates of Cigna Healthcare. Cigna Healthcare does not endorse any third party products and has not reviewed any marketing claims for such products. You are required to pay any charges directly to participating vendors who are solely responsible for their products or services. Discount offers are subject to change at any time without notice.
4 The situs state is the state in which an insurance policy is written. The specific laws of that state may apply to the plan even when the plan covers customers who live in other states.