Cultural and linguistic resources
Anthem Blue Cross and Blue Shield (Anthem) is committed to supporting the needs of our diverse members and helping providers deliver culturally and linguistically appropriate healthcare services. Here are some valuable resources that can assist providers with that effort.
Interpreter services are free for all Hoosier Healthwise, Healthy Indiana Plan and Hoosier Care Connect members enrolled in Anthem.
Telephone interpreter services
During business hours, members and providers can 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:
Hoosier Healthwise
866-408-6132
Healthy Indiana Plan
844-533-1995
Hoosier Care Connect
844-284-1798
Members can call our Customer Care Center at:
Hoosier Healthwise and Healthy Indiana Plan
866-408-6131
Hoosier Care Connect
844-284-1797
Or call our 24/7 NurseLine after business hours at:
Phone
866-800-8789
TTY
1-866-408-7188
Face-to-face interpreters, including Sign Language
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:
TTY and Relay Services (for members with hearing loss or speech impairment)
During business hours, call Anthem’s TTY line at 866-408-7188. The Indiana relay service is available 24 hours a day by calling 800-743-3333 or 711.
Anthem TTY
866-408-7188
Indiana Relay Services
800-743-3333 or 711
Tips for working with interpreters:
- 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.
Tips for communicating with patients who speak limited English:
- 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 .
For additional information on providing culturally competent care, go to Provider Training Academy > Cultural Competency Resources.
Page Last Updated: 07/16/2021