region/plan-specific news : California

Think a member's language barrier is a roadblock to care? Think again

Magellan provides language assistance services at no cost.

Do you work with clients with limited English proficiency (LEP)? Or perhaps you’d like to, but you are concerned the language barrier could impede your ability to provide adequate care? Magellan* supports culturally sensitive care of our members that respects the member’s cultural health beliefs, practices and language preference.

You probably know that members have the right to access healthcare services in the language of their preference. But did you also realize that Magellan provides robust language assistance services (an interpreter for in-person or telephonic interactions, or translation of vital documents), free of charge?

Some things to know about the language assistance program

• Magellan regularly solicits member feedback on language preference and ethnicity, so when we refer a member to you, we can often provide this information.
• If a member self-refers, and you feel language assistance may be required, call Magellan at the member’s program number to request it. Or you may encourage the member to contact us.
• Members should never be charged for language assistance services. And it is never appropriate to decline to serve a member because of a language barrier.
• For behavioral health services, interpretation should be performed by qualified interpreters familiar with healthcare terminology. We use a professional, credentialed interpretation company with interpreters in various languages. 
• Members should never be required to ask family members or friends to act as interpreters unless absolutely necessary. If, however, a member prefers a family member or friend and declines an offer of a professional interpreter, the member’s preference can be honored. This preference should be recorded in the member’s treatment record.
• If you are a qualified bilingual provider in the member’s preferred language or have office staff qualified to serve as an interpreter in that language, you or your office staff member may provide the interpretation.
• Remember to record member language preferences in your records, including the member’s response when you offer interpretation or translation services.

All Magellan members have access to Magellan's Language Assistance Program (LAP)

• To obtain this assistance (available 24/7/365), simply contact Magellan at the member's program-specific phone number.
• Learn more about cultural sensitivity and language assistance best practices (PDF).
• Refer to Magellan’s California handbook supplement (PDF).

Thank you for caring for non-English speaking members. Together, we can reduce disparities in healthcare (PDF) and give all of our members the best care. If you can provide treatment in a language other than English, we need YOU to let us know.

*In California, Magellan does business as Human Affairs International of California and/or Magellan Health Services of California, Inc. – Employer Services.