Interpreter Services

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Medicaid (CCHA) Interpreter Service

For those instances when you cannot communicate with a member due to language barriers, telephonic and face-to-face interpreter services are available at no cost to the member for capitated behavioral health services. Request telephonic interpreters for members needing language assistance as outlined below:

  • Providers call Provider Services at 855-627-4685.  
  • Members call Member Services at 855-627-4685 (TTY 711)

And take the following steps:

  1. Provide the member’s ID number.
  2. Explain the need for an interpreter and state the language required.
  3. Wait on the line while the connection is made.
  4. Once connected to the interpreter, the staff member introduces the CCHA member, explains the reason for the call, and begins the dialogue.  

Request face-to-face interpreters for members needing language assistance, including American Sign Language, during business hours:

  • Providers call Provider Services at 855-627-4685.
  • Members call Member Services at 855-627-4685 (TTY 711)  

Please note: To schedule face-to-face interpreter services, please allow 72 hours. To cancel, please provide a 24-hour notice.

Providers must train their answering services and on-call personnel on how to access interpreter services. CCHA providers should strongly discourage the use of minors, friends and family members acting as interpreters. Providers also must accommodate non-English speaking members by having multilingual messages on answering machines.  

In addition, providers must notify members verbally and through written notices about their right to receive the following language assistance services as well as how to access them:  

  • Oral interpretation for any language
  • Note: Oral interpretation requirements apply to all non-English languages, not just those the state identifies as prevalent.  
  • Written translation in prevalent languages
  • Auxiliary aids and services for members with disabilities (such as TTY/TDD and American Sign Language).

Medicaid (CO Access) Interpreter Service

Colorado Access and our Providers shall take necessary steps to communicate with members, potential members, family members, and their legal and designated representatives in a language or format that they understand, about services, benefits, consent forms, waivers of rights, financial obligations, consent to treatments, and other issues. Language interpreters and auxiliary aids are provided without cost to the individuals being assisted.  

Language assistance must be available in the Provider office or the Provider shall contact our customer service department for assistance at 800-511-5010. For Providers with 14 or fewer employees, we will pay for oral or other interpretive services in compliance with federal and state rules and regulations and contracts. For Providers with 15 or more employees, we may pay for oral or other interpretive services only where the cost to the Provider is deemed an undue burden.  

Please call our customer service department at 800-511-5010 if you have questions or need assistance in providing aids or services for members. Aids and services include, but are not limited to, the following:  

  • Multilingual staff members
  • TTY/TDD
  • Interpreter services (over the phone and in person)
  • Information and materials translated into the member’s primary language
  • Notices prepared in large print
  • Reading the contents of notices aloud for members who are unable to read large print or who have low literacy levels
  • Audio tape
  • Braille
  • Relay Colorado To obtain written member materials in languages other than English, or an alternative format such as audiotape or large print, please contact our customer service department at 800-511-5010.