Health Equity

At Ambetter from Coordinated Care (Coordinated Care Corporation), 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.


Member Languages

At Ambetter from Coordinated Care (Coordinated Care Corporation), our purpose is at the center of everything we do, which is 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 Corporation Ambetter 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, 92.18% of Coordinated Care Corporation Ambetter members reported English as their preferred language and 3.29% preferred Chinese. Coordinated Care Corporation at a minimum 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 Corporation provides to its membership. Coordinated Care Corporation will continue to monitor, track, and trend all available data sources and is committed to ensuring that its policies and infrastructure are attuned to the diverse needs of all members.

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 Corporation 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 us here or call the Customer Contact Center at 1-877-687-1197 (TTY 711).


Overview of Interpreter Services

Language services are available at no cost to members and providers without unreasonable delay at all medical points of contact. The member has the right to file a complaint or grievance if cultural and linguistic needs are not met.

Language services include:

  • Telephonic services
  • Oral translation (reading of English material in a members preferred language)
  • In-person non-English interpretation
  • American Sign language
  • Auxiliary aids including alternate formats such as large print and braille
  • Written translations for materials that are critical for obtaining health insurance coverage and access to health care services in non-English prevalent languages

Information is deemed to be critical for obtaining health insurance coverage or access to health care services if the material is required by law or regulation to provide the document to an individual.

To obtain language services for a member, contact Provider
Services at 1-877-687-1197 (TTY 711).

For in person and American Sign Language requests, contact Provider Services as soon as possible, or at least 5 business days before the appointment. All providers (Medical, Behavioral, Pharmacy, etc.) can request language services by calling our Provider Customer Contact Center at: 1-877-687-1197 (TTY 711).

Restrictions Related to Interpretation or Facilitation of Communication:

  • Providers may not request or require an individual with limited English proficiency to provide their own interpreter.
  • Providers may not rely on staff other than qualified bilingual/multilingual staff to communicate directly with individuals with limited English proficiency.
  • Providers may not use an accompanying adult or minor child to interpreter or facilitate communication.

Exceptions to these expectations include:

  • In an emergency involving an imminent threat to the safety or welfare of an individual or the public where there is no qualified interpreter for the individual with limited English proficiency immediately available.
  • Accompanying adults (minors are excluded) where the individual with limited English proficiency specifically requests that the accompanying adult interpret or facilitate communication, the accompanying adult agrees to provide such assistance, and reliance on that adult for such assistance is appropriate under the circumstances for minimal needs.

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.

Common Methods to Ensure Equal Communication and Access to Information:

  1. Provisions for intake forms to be completed by persons who are blind or with a low visual disability with the same confidentiality afforded other members:
    • Use of large print forms, electronic or online web-based forms, or in-person staff assistance in a private location.
  2. Provision for a presence of sign language interpreters to enable full communication with deaf or hard of hearing members who use sign language.
  3. Provision for making auditory information (E.G., automated messages) available via alternative means:
    • Written communication or secure web-based methods may be used as possible substitutes.
  4. Provision for communicating with deaf or hard of hearing members by telephone:
  5. Use of telephone relay services (TRS), video relay services (VRS), a TDD, or use of secure electronic means.

Cultural and linguistic availability of services is an important characteristic of the services Coordinated Care Corporation provides to its membership. Coordinated Care Corporation will continue to monitor, track, and trend all available data sources and is committed to ensuring that its policies and infrastructure are attuned to the diverse needs of all members.


Other Language Resources

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.

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


Provider Training

New Provider Orientation

To attend an upcoming New Provider Orientation or to request a one-on one session online or in person, call Provider Services at 1-877-687-1197 for more information.

To access the 2023 Provider & Billing Manual visit the Provider Resources page and select the 2024 Provider & Billing Manual.

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 1-877-687-1197 (TTY 711).

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