Health Equity Resources

At Coordinated Care, we understand that health equity can only exist when all people have access to the same opportunities to attain their full physical and behavioral health and well-being regardless of race, ethnicity, disability, gender identity, sexual orientation, socioeconomic status, geography, language, or any other social barriers. 

Our approach systematically identifies disparities, prioritizes projects and collaborates across communities in an effort to remove inequities targeting members, providers, and communities.

 

Our mission is at the center of everything we do, transforming the health of the community, one person at a time. Treating the whole patient is a major component of delivering quality healthcare and we recognize the importance of serving members in a culturally and linguistically appropriate manner.

Coordinated Care Apple Health (Medicaid) members speak more than 15 languages. In 2020, 79.2% of Washington residents reported English as their preferred language, and 8.6% prefer Spanish, according to U.S. Census data.

In 2022, 78.45% of Coordinated Care Apple Health members reported English as their preferred language and 14.68% preferred Spanish.

Coordinated Care conducts a language assessment on an annual basis to determine the current language population within the service area. Cultural and linguistic availability of services is an important characteristic of the services Coordinated Care provides to our membership. 

Provider Portal:

Visit the Provider Portal to access important member information such as language preferences.

Once you have created an account, you can also use the Coordinated Care provider portal to:

  • Verify member eligibility 
  • Manage claims
  • Manage authorizations
  • View patient list

You are also encouraged to reach out to your dedicated Provider Engagement Administrator to learn more about how this information can be used to strengthen your relationship with your patients. For a list of provider engagement representatives by region, visit our Regional Reps page or call the Customer Contact Center at 1-877-644-4613, TTY 711.

 

The Interpreter Services program provides access to scheduling spoken and sign language interpreters at no additional cost to contracted providers. Spoken language and sign language requests have been separated to ensure clients receive an appropriate interpreter match.

Interpreter services are available in-person or by video or telephonic services through the Health Care Authority for Medicaid health care professionals to gain access to skilled and qualified spoken and sign language interpreters for Apple Health (Medicaid) clients who require access to quality, efficient language during their health care services.

Request Video or Telephonic Interpreter Services

Request spoken language interpreters by visiting the Universal Language Service website at hcauniversal.com for more information.

Request Sign Language Interpreters
Request sign language interpreters through the Department of Enterprise Services (DES) Office of Deaf and Hard of Hearing (ODHH) master contract utilizing their online request system.

Providers are encouraged to document in the member’s medical record any member denial of professional interpreters and the circumstances that resulted in the use of a minor or accompanying adult as an interpreter.

Request Translation and Alternate Formats of Documents Services
For members who require materials to be provided in an alternative format, Coordinated Care fulfills these requests including, but not limited to, audio format in original language of text, interpreter recording in member’s primary and/or preferred language, an interpreter may read the material to the member, or materials in hard copy braille format.
 

 

 

To meet Title VI of the Civil Rights Act of 1964 and Americans with Disabilities Act (ADA) health care providers are required to assure language access.

Programmatic access to healthcare means that policies and practices that are part of the delivery of healthcare do not hinder the ability of members with disabilities to receive the same quality of care as other persons.

In accordance with Title VI of the Civil Rights Act, Prohibition against national Origin Discriminations, the President’s Executive Order 131166, section 1557 of the Patient Protection and Affordable care Act, The Health Plan and its providers must make language assistance available to persons with Limited English Proficiency (LEP) at all points of contact during all hours of operation.

About the Americans with Disabilities Act

Disability is any substantial limitation of one or more of a person’s daily life activities and may be present from birth or may occur during a person’s lifetime. Any individual meeting any of these conditions is an individual with a disability for purposes of coverage under the Americans with Disabilities Act.

ISpeak Cards
“ISpeak” cards help your members identify the preferred language when seeking care and are available to download and print from the Washington State Coalition for Language Access website at wascla.org/ispeak. In addition to the ISpeak cards, you will also find a collection of materials about consumer rights, such as the "Know Your Rights" flyer for help when using interpreter services in healthcare settings.Visit Language Access Topics found under Resources at wascla.org/resources.
 

For additional help with language resources, refer to the Language Assistance Page.

 

New Provider Orientation

To attend an upcoming New Provider Orientation, the annual refresher training, or request a one-on-one session online or in person, call Provider Services at 1-877-644-4613 for more information.

To access the latest Provider Operations Manual go to the Manuals, Forms and Resources section, and select Apple Health (Medicaid) Manual and Guides.

CLAS Standards E-Learning Modules and Resources

The Health Equity Governor’s Interagency Council partnered with the Washington State Department of Health to develop CLAS e-Learning modules to help provide quick access to culturally and linguistically appropriate health information and services. Each module takes about 30 minutes to complete. Visit the CLAS Standards resources page for access to the CLAS Standards resources and e-learning modules.

Additional Provider Training and Education

Free Continuing Education Opportunities

Centene Institute is offering the following virtual courses. View course descriptions and registration information by clicking on the course titles below.

Please note, you must sign up for an account in order to be able to enroll in the activity. Once you are signed in, you may click on the links and click "Enroll Now" to enroll in the activity. For questions, please email Centene_Institute@centene.com.

Additional Training Resources

Our Provider Engagement Administrators are available to help you. Visit our Regional Contact page for a list of provider engagement representatives by region, or call the Customer Contact Center at 1-877-644-4613.

Look for additional education opportunities and resources in our monthly provider newsletter.