Interpreter Services

The vendor required to provide a web-based application to coordinate spoken language interpreter requests directly from Medicaid providers and coordinate payment for services directly to qualified interpreters.
- Provide pre-scheduled in-person interpreting (IPI), over-the-phone interpreting (OPI), and video remote interpreting (VRI) services with interpreters who are qualified interpreters.
- In-person interpreting requirements
•    Provide qualified interpreters for IPI requests;
•    Ensure the web-based application clearly identifies IPI requests;
•    Provide a method to allow qualified interpreters to filter IPI requests by distance from home; 
•    Ensure qualified interpreters have a name badge that identifies full name, language, and the contractor’s business name;
•    The contractor is responsible for managing qualified interpreter IPI availability and handling last minute cancellations or no-shows;
•    Ensure qualified interpreters understand the requirements and use of designated check-in and check-out processes. 
- Over the phone interpreting requirements
•    Provide qualified interpreters for OPI requests;
•    Ensure the web-based application clearly identifies OPI requests;
•    Answer 90% of calls from providers within 30 seconds;
•    Providers to qualified interpreters within 2 minutes and 30 seconds, 24/7, for 90% of appointments;
•    Maintain a monthly dropped call rate of 5% or less;
•    Provide adequate telecommunications equipment and licenses to ensure 100% connection availability;
•    Reconnect dropped calls within 2 minutes and 30 seconds by 90% of callbacks per month.
- Video remote interpreting requirements 
•    Provide qualified interpreters for VRI requests;
•    Ensure the web-based application clearly identifies VRI requests;
•    Provide technical support within 2 minutes and 30 seconds for 90% of pre-scheduled VRI appointments, 24/7;
•    Maintain a monthly disconnect rate of 5% or less;
•    Ensure software, licenses, and staffing support 100% of all VRI appointments;
•    Allow access to VRI links through the web-based application;
•    Provide training and documentation to providers regarding:
•    Sharing VRI links with Medicaid clients;
•    Options to use either contractor-provided or third-party VRI technology;
•    HIPAA compliance responsibilities; and
•    Accessing technical support for contractor-hosted VRI only.
- Provider-hosted virtual interpreting requirements
•    Virtual interpreting or “vi” refers to interpreting services that are delivered virtually through a Medicaid provider’s online platforms such as, skype for business and microsoft teams, Updox, VSEE, zoom and zoom for healthcare, doxy.me, Googleg suite hangouts meet, cisco WebEx meetings and WebEx teams, amazon chime, GoToMeeting and spruce healthcare messenger.
•    Support provider hosted vi requests with a designated field in the web-based application for link sharing;
•    Require attestation from providers confirming compliance with cba and act security requirements;
•    Establish check-in and check-out procedures for provider hosted vi requests for billing purposes. 
•    Provide qualified interpreters for vi requests;
•    Ensure the web-based application clearly identifies vi requests.
- Customer service support requirements
•    In person;
•    Toll-free and local phone lines dedicated for Medicaid providers;
•    Toll-free and local phone lines dedicated for qualified interpreters;
•    Email;
•    Online application support such as live chat or messaging; and
•    Emergent issues
1. Call center
•    Answer 90% of all incoming calls (including hearing-impaired system calls) answered within 60 seconds; 
•    Allow callers the option to remain in a queue to speak with a live representative rather than leaving voicemail; and
•    Provide data reports that track and demonstrate compliance with performance metrics.