Cultural & Linguistic Resources

• Caring for Diverse Populations Toolkit
• Cultural Competency Training

• My Diverse Patients
• My Diverse Patients Training: Breast Cancer Screening for African American Women
• My Diverse Patients Training: Creating an LGBT-Friendly Practice
• My Diverse Patients Training: Reducing Health Care Stereotype Threat

During business hours, members and providers may call to inquire about telephone interpreter services.

• Give the customer care representative the member identification number.
• Explain the need for an interpreter and state the language.
• Wait on the line while the connection is made.
• Once connected to the interpreter, introduce the Anthem member, explain the reason for the call, and begin the dialogue.

Providers can call the Provider Helpline at:

• 1-866-408-6132 – Hoosier Healthwise
• 1-800-345-4344 – Healthy Indiana Plan
• 1-844-284-1798 – Hoosier Care Connect

Members can call our Customer Care Center at:

• 1-866-408-6131 – Hoosier Healthwise and Healthy Indiana Plan
• 1-844-284-1797 – Hoosier Care Connect

Or call our 24/7 NurseLine after business hours at: 1-866-800-8789 (TTY 1-866-408-7188)

Providers may call the Provider Helpline or members may call the Customer Care Center at the numbers listed above to schedule services during business hours. Please allow 72 business hours to schedule services, and 24 business hours to cancel. Providers may also schedule by e-mailing ssp.interpret@anthem.com. Registration with our secure email is required. Please type “secure” in the subject line.

Interpreters must complete this form and submit it with their invoice:

• Interpreter Attendance Verification Form

TTY and Relay Services (for members with hearing loss or speech impairment)
During business hours, call Anthem’s TTY line at 1-866-408-7188. The Indiana relay service is available 24 hours a day by calling 1-800-743-3333 or 711.

• Brief the interpreter in private before the member’s visit. Provide relevant information about the member.
• Encourage the interpreter to ask questions or clarify a message whenever necessary.
• Address the member directly. Avoid directing all comments to the interpreter.
• Talk in short sentences. Discuss one concept at a time.
• Be patient. Careful interpretation may require the interpreter to use long phrases. It can take more words or time to describe a concept in another language.
• Avoid using medical jargon when possible. It may be difficult for the interpreter and member to understand.
• Be aware of nonverbal cues from the member, such as head nodding, smiles, body position, etc. These may indicate how much information is being understood.

• Speak slowly, not loudly.
• Organize what you are going to say first. Use short, simple sentences. Keep in mind that what is said at the beginning and end of a discussion is remembered most.
• Face the patient and watch facial expressions and body language. If these don’t agree with the words the patient is using, or if the patient’s expressions indicate that he or she does not understand you, slow down and start again.
• Try to ask questions that cannot be answered “yes” or “no.” Instead, ask questions in a way that requires the patient to respond with information. For example, ask questions that begin with “why,” “how,” or “what.” The answers you get will help you know whether the patient properly understands the question.
• Rephrase and summarize often.

The information on this page along with individual language aids for patients can be downloaded as a convenient Interpreter Services Desktop Reference.