Interpreter Services

Interpreter services are available to help providers offer the best healthcare possible to members of Sunshine Health (Medicaid), Ambetter Health (Marketplace), and Wellcare (Medicare).

Interpretation services are a covered benefit for members. Providers will not be billed.

What Kind of Interpreter Services Are Available?

• Onsite Interpretation: Available with advanced scheduling.
• Video Remote Interpretation: Accessible with advance scheduling through platforms such as Zoom or the provider’s preferred video app or platform.
• Over-the-Phone Interpretation: Available 24/7 for most languages.

How to Utilize the Interpreter: Providers should address the member directly, not the interpreter, and pause to allow interpretation. The interpreter’s job is to accurately convey everything said by both parties.

Interpreter Services Support These Members

• Members with Limited English Proficiency.
• Members who use American Sign Language (ASL).
• Members who speak languages including Spanish, Chinese (dialects), Arabic, Vietnamese, and many others.
  • Rare languages and ASL services may only be available via video or phone.

All interpreters are qualified professionals trained to facilitate accurate, confidential, and impartial communication in healthcare settings.

How to Request an Interpreter

Providers can schedule an interpreter via two methods:

• Call Provider Services at 1-844-477-8313 or call the toll-free number on the back of the member’s ID card
• Visit Manuals, Forms and Resources and download the Provider Interpreter Request Form (PDF)
  • Complete and email the form to Interpreter Services at InterpreterRequests@Centene.com
  • For more information, read the Provider Interpreter Service FAQ (PDF)

Notes

• Interpreter Services are available Monday through Friday from 8 a.m. to 7 p.m. Eastern.
• Urgent interpreter services are available, but not guaranteed, depending on availability.
• We recommend submitting standard interpreter requests at least five days in advance.
• Specific interpreters can be requested; patients can also request a specific gender.
  • If the requested interpreter or gender is unavailable, the appointment may have to be rescheduled.
  • Interpreter Services will provide a different interpreter if the provider or patient requests one.