Interpreter FAQs

Web Portal FactSheet
Interpreter Fact Sheet



1. How do I submit my paperwork to become an independent contractor with CTS LanguageLink and what type of interpreting services can I provide?

As a Washington State Certified Interpreter you may provide interpreting services for on-site jobs as well as telephonic and VRI (video relay) jobs.
Please send an email to hcainterpreters@ctslanguagelink.com with the type of interpreting services you would like to sign up for and the following information:
  • Name (First & Last)
  • Address
  • Washington State Certifications (Medical and/or Social)
  • Phone Number (Home, Cell)
  • Email address
Once we receive this information, you will be sent an email with all of the required documents to service the HCA contract.

2. I have submitted my paperwork to become an independent contractor with CTS LanguageLink, but I haven't heard back yet. How do I know you have received my submission?

You will receive information from us within two weeks upon submission of documents. CTS LanguageLink is currently processing hundreds of requests from around the State, and we will contact you within two weeks of your original submission. If you have not heard from us in this time, email hcainterpreters@ctslanguagelink.com and ask for the status on your paperwork. Please include your name and telephone number in the email.

We have received many incomplete packets with no contact information from interpreters. To expedite this process, please submit your information in one completed packet. Requirements for HCA/DSHS contract here.

3. How do I change my address?

You need to submit any address changes via email to our Interpreter Relations Department at hcainterpreters@ctslanguagelink.com. Please note: our system is only able to store one address for everything including payroll and tax information. You cannot have multiple addresses in our system.

**We encourage you to use direct deposit (PDF) for your checks.**

4. Why do I need to get an NPI number and is this the same as a PPN number?

This number is required in order for us to bill for services for medical assignments. This is not the same as the PPN number but will be used for similar purposes.
To learn more and apply for an NPI number visit Interpretersunited.wfse.org.

5. Do I need an ID badge to work?

Interpreters do not need an ID badge, however, they may be required to bring their state issued ID, copy of their immunization record and a copy of their certification with them to the assignment.

6. Do I need to provide proof of immunizations?

You are required to provide proof of immunizations at any time, as some medical providers require that interpreters be vaccinated for: T-Dap, Influenza, Varicella and MMR; before interpreting at their facility. Failure to provide any required documents may result in being sent away by the medical provider and no payment for the encounter.

7. Am I required to get Liability Insurance?

The HCA contract originally required specific insurance coverage and now only requires that interpreters meet the requirements of Washington State Law and standard practice based on how you run your business as an Independent Contractor.

8. I am Court Certified; can I accept HCA Social Appointments?

Based on information from Washington State's Health Care Authority (HCA), court certified interpreters who do not hold a DSHS Social Certification are recognized and are eligible to accept HCA Social appointments. For questions concerning how DSHS recognizes court certified interpreters please visit WAC 388-03-114 (the Washington State Legislature website).

If you would like to submit a court certification, please fax it to 855-830-4590 or mail it to 911 Main St., Suite 10 Vancouver, WA 98660. In order to process this request we ask that you include your interpreter ID number with the document. Interpreters not currently signed up with CTS should refer to question 1 on this tab.



1. When will I receive my first paycheck? How long will it take to get paid?

Payment will be made to interpreters on the fifth (5th) and twentieth (20th) of each month.
  • If the 5th or 20th fall on a Saturday, Sunday or recognized State holiday, these payments will be made on the subsequent business day (not recognized as a State holiday)
  • All payments received by CTS between the 1st and 15th of each month will be paid to the interpreter on the 20th of that month.
  • All payments received by CTS between the 16th and last calendar day of the month will be paid to the interpreter on the 5th of the following month.
Please note: An interpreter will not receive payment for a job until CTS has received that payment from the State. As stated earlier, once we receive payment for a job this will be forwarded to you using the above mentioned pay schedule.

2. How do I sign up for Direct Deposit?

Please use the link below to access the forms required to sign up for direct deposit. Processing of this request will take between four to six weeks to go into effect. You will be able to verify with your bank the status of this request.
Please fillout, print, and fax the Direct Deposit form (PDF) to 1-877-229-6880.

3. Billing Procedure to the State

  • HCA – Jobs will be billed within ten business days from the day of job “Approval” using the Approval/Dispute process. Please note: jobs are billed to the state as an entire day worth of “Approved” jobs and not individually.
  • DSHS – once monthly for services rendered

4. Rates for Interpreters

Pay interpreters at a rate determined by the contract for ASL or by the Collective Bargaining agreement for foreign Language interpretation.

Spoken Language Rate

  • $32.00 per hour for on-site medical interpretation.
  • $32.00 per hour for on-site social interpretation.
  • $31.00 per hour for on-site block time appointments.
  • $0.54 per minute for telephonic and video relay interpretation.
ASL Rate
  • $80.00 per hour for on-site medical and social interpretation.
CTS LanguageLink will deduct dues or administrative fees from your pay, as specified in the contract, and will remit payment directly to the interpreters union on your behalf.

5. Minimum requirement for appointment times (On-Site, Telephonic and VRI)

  • Minimum requirement for completed on-site interpretation is one (1) hour. On-site appointments lasting longer than the minimum will be paid in fifteen (15) minute increments with any fraction of an increment rounded up to the nearest fifteen (15) minute increment.
  • Minimum requirement for telephonic & VRI is 3 minutes; in increments of 1 minute with any fraction of an increment rounded up to the nearest one (1) minute increment.

6. Consecutive Appointments

This is defined as a series of Medicaid medical enrollee appointments that are requested by the same authorized requestor or take place in very close proximity to each other (e.g., same clinic, hospital or facility).
  • These appointments have a scheduled duration of forty-five (45) minutes or less
  • To be consecutive, multiple appointments have to begin or are scheduled to begin within fifteen (15) minutes of the last completed appointment
  • Payment for Consecutive Appointments will be automatically calculated by our system from the initial scheduled start time of the first appointment in the series or when the Interpreter shows up after scheduled start time, whichever is later, up to the actual end time of the last appointment in the series.

7. Cancellation and No-shows

Cancelled – These jobs will be billed at the rate of two (2) units per appointment when:
  • They are cancelled by the provider or the client with less than twenty-four (24) hours’ notice
  • The interpreter arrives for the appointment at the appointment date and time
  • The interpreter has not been reassigned for another appointment at the same time as the cancelled job
  • The 24 hours shall not include weekends or state recognized holidays
  • If any appointment within a consecutive series of appointments is a late cancellation the interpreter will be paid for thirty (30) minutes.
  • This requirement applies including in cases of error on the part of the provider.
HCA No Shows – These jobs will be billed at the rate of two (2) units per appointment or fifty percent (50%) of the requested time for the appointment, whichever is greater, if:
  • The appointment results in a no-show because either the client did not show up for the appointment. This requirement applies including in cases of error on the part of the provider.
DSHS No Shows – These jobs will be billed at the rate of two (2) units per appointment or fifty percent (50%) of the requested time for the appointment, whichever is greater, if:
  • The appointment results in a no-show because the client did not show up for the appointment. This requirement applies including in cases of error on the part of the provider.
Note: These assignments will no longer show on the interpreters schedule to allow other available jobs to be seen and give the interpreter the ability to accept them. Also, providers may cancel assignments at any time therefore we require interpreters to check their portal each morning for updated schedules and assignments.

8. Disputes

All interpreters are required to keep track of the check in/out times for all their assignments either by confirming the times while at the job site or by printing a voucher for their records only. If and when an interpreter has a time discrepancy from the information submitted electronically by the provider and reported on their portal, the interpreter needs to use the “Interpreter Dispute” process for inputting time and mileage disputes. For an in-depth job aid on this process please see the Job Approve and Dispute Process (PDF).

You will not be able to use the portal to dispute a job that is missing a check in/out time, is already “Approved”, or is invoiced and on a paysheet. In order to dispute said jobs, you will need to send a dispute email in the following format to hcainterpreters@ctslanguagelink.com

  • Interpreter ID #
  • Job Date
  • Job #
  • Check in time
  • Check out time
  • Comments (Required)
Note: If you are unfamiliar with how to dispute time or mileage using the new “Dispute Process” in the interpreter portal, use this link or call CTS at 1-866-519-3604 opt 1.

9. Mileage Reimbursement

If an appointment is more than twenty (20) miles one-way from the Interpreter’s address on file (home or business) or from a previous CTS appointment on the same day. (Calculation automatically done by CTS LanguageLink based on Google Maps).
  • Mileage will be reimbursed at the state standard business mileage rate for miles driven to and from the appointment.
  • If and when an Interpreter has a mile discrepancy from the information calculated electronically, you will now be able to dispute this in your portal using the new Dispute Process (PDF) . These disputes will require electronic documentation as proof and will be handled on a case by case basis. (If you need further instructions regarding this process, please email hcainterpreters@ctslanguagelink.com)
What if I don't want/need to claim miles? Currently, CTS does not have a way to automatically process an interpreter who does not want to claim mileage.
  • If you choose not to claim mileage, this request will need to be sent in writing, with your signature, to hcainterpreters@ctslanguagelink.com so we can add it to your file.
  • If you are receiving mileage payment for your assignments and wish not to, you will have to dispute this payment for each job through your portal using the new “Dispute Process.” In the note section of this dispute, please enter a comment pertaining to this fact.
Note: This request will NOT change the format in which you are presented jobs through the portal.

10. Parking/Alternative Transportation (toll fees, bus, ferry or train fares)

Upon submission of appropriate documentation, Agency will reimburse Interpreter for approved travel related costs incurred when traveling to an appointment. The following steps are required for reimbursement:
  • Enter expense amount on portal
  • WRITE the following information on the actual receipt (DENIAL will result if and when ANY of the information below is missing from the receipt):
    • Job Number
    • Interpreter Name
    • Interpreter ID#
    • Date
    • Provider Name
  • Fax (877) 229-6880 or email to hca.confidential@ctslanguagelink.com(if emailing copies or receipts please make sure to attach them in one of the following formats JPG, .TIF, .PDF or .PNG)
Note: If any of the above steps are not followed or any information required is missing, the requested expense will not be added to the total amount billed/paid for that particular job. If we receive receipts that do not have the above information WRITTEN on them they will not be reimbursed and will not be re-billed at a later date. Due to the large volume of expense receipts, our billing department is not able to confirm receipt of information sent. If sending them via email please send them with a read receipt request and they will be acknowledged that way.

11. How do I know which jobs require a paper voucher or not?

Paper vouchers are being eliminated and are only to be used if and when the provider does not have access to our web portal, the appointment is a home visit or at a location other than the requester’s location. Only jobs labeled “Voucher Required” in red next to the job details will require you to print the attached voucher for the appointment. For HIPAA compliance and in an effort to keep PHI information confidential, we ask that vouchers (ONLY) be faxed to (877) 229-6880. Emails with attached vouchers will not be processed.

12. Union Deductions

Under the terms of the Contract in accordance with RCW 41.56.113, CTS must:
  • Deduct the monthly amount of Union membership dues from all Spoken Language Interpreters performing services under the contract
  • Deduct a fee for Spoken Language Interpreters that are nonmembers of the Union and performing services under the Contract as described below:
    • Interpreters who choose not to become Union members will have deducted from their payment(s) a representation fee equal to a prorated share of collective bargaining expenses rather than the full membership fee.
    • An interpreter who does not join the Union based on bona fide religious tenets, or teachings of a church or religious body, of which he or she is a member, will have deducted from their payments an amount equal to Union membership dues.
  • Pursuant to the CBA, as of June 2012, Union dues are set at 1.5% of payments to Interpreters, up to a maximum of $76.50 per month. Representation fees are set at .97% of payments to interpreters, up to a maximum of $49.51 per month. Representation fees will change annually.

13. How can I search for unpaid jobs?

Majority of jobs that have not been paid by HCA occur for the following reasons:
  • Jobs have not been approved by the interpreter
  • You have jobs missing appointment information (check in/out times)
  • You have appointments where there are time overlaps (previous appointment overlaps time with the next appointment)
  • Paper Voucher information has not been received/processed
  • Receipts for added expenses have not been received/processed
All of the reasons above, when they exist, do not allow CTS to bill the state on behalf of the interpreter. Below are some ways you can use your portal to catch these and with the help of CTS, aid in getting these appointments billed to the state:
  • Set back your search date when searching for “Unapproved” jobs to September 24 (start of HCA contract); click refresh and approve all jobs that haven’t been.
  • Utilize your “My Schedule” tab to help find jobs with missing or conflicting information. Set back your search dates to September 24th (start of HCA contract); click refresh (Make sure “Show payable Jobs” box is not checked. Any days visible previous to the current date will have at least one job with missing or conflicting information. Example shown below:

  • myschedule8.16.13.jpg
  • In the example above, this interpreter has three jobs with missing or conflicting information. All three of these jobs will not move to “Completed Jobs” until this information is received by CTS. To do so, you will need to email hcainterpreters@ctslanguagelink the following information:
    • Interpreter ID #
    • Job Date
    • Job #
    • Check in time
    • Check out time
    • Comments(Required)

    Note: if you see jobs when you take the above steps and you are not sure why they appear there, please reach out to our Client Relations department at 1-866-519-3604 option 1. They will be able to walk you through this process.

14. My job has been billed to the state, why haven’t I received payment yet?

Currently, CTS will not pay an interpreter for any job until we have received payment from the state for that job. There are scenarios in which payment from the state is denied; resulting in delayed payment to the interpreter. A few of the more common scenarios are below:
  • Duplicate Jobs : The patient you provided interpretation services for had another job on that day in a similar location or timeframe resulting in denial of your appointment.
    • When this happens, CTS does research to resolve any potential overlaps with the patient or interpreter. We do all required investigation to prove validity of the appointment. After this is done, CTS will rebill the state for payment.
  • Patient Eligibility: One or more of the services you interpreted for the patient were not covered for payment by HCA.
    • After CTS investigates this job and concludes that indeed the services redeemed by the patient were ineligible for payment from HCA, this will ultimately end in a Direct Bill to the provider for payment. Please see below for details on the Direct Bill Process.
  • Provider Eligibility:The provider requesting the interpretation was not eligible to request appointments during the specified timeframe.
    • After CTS investigates this job and concludes that indeed the Provider who requested the interpretation was ineligible for payment from HCA, this will ultimately end in a Direct Bill to the provider for payment. Please see below for details on the Direct Bill Process.

15. Direct Bill

When an appointment is denied by the state for eligibility reasons (patient or provider), CTS will initiate a direct bill process to receive payments for these appointments. As stated in the Professional Services Agreement, which you signed when you started the HCA contract, CTS “will not remit Interpreter’s Services Fee unless such fee is paid by clients or other third parties to Agency upon the billings for Interpreter’s services sent by Agency, and until any such payments have cleared and are transferable by Agency.”
  • This means, in the event that you have completed services for an appointment that is not covered for payment by HCA, CTS will bill the provider (requestor) directly for payment. As with the HCA contract, you will not receive any funds for an appointment from CTS until we have receive those funds from the appropriate party.
Note: Any attempt by an interpreter to receive information about this Direct Bill process directly from a provider will result in an automatic incident report (Ethical violation of Code of Conduct) filed on behalf of the interpreter. This process is to be negotiated and discussed only between CTS and the provider. There are no exceptions to this rule.

16. Overpayments

As per the most recent amendment to our contract with HCA, effective July 1, 2013, CTS will begin recovering overpayments made to interpreters as a result of one or more of the following:
  • Paid CSO lunches
  • Cancelled appointments billed as completed
  • Corrected check in/out times
  • Determined by the amount of monies owed back, the methods of repayment are divided in to the following two categories:

    If an interpreter has overpayment(s) totaling two hundred dollars ($200.00) or less within a pay period:

    1. This payment will be deducted from the following payment to the interpreter.
    2. In the event the subsequent distribution of payment is less than the overpayment amount, the amount will be deducted from additional payments to the Interpreter until the overpayment is recovered.
    3. At the time the overpayment is withheld from the payment distribution, the Interpreter will be supplied on the pay sheet with the amount of the overpayment, the job number(s), and brief comment explaining the basis.

    If an interpreter has overpayment(s) totaling more than two hundred dollars ($200.00) within a pay period:

    • When HCA, DSHS, or the Contractor determines an Interpreter has been overpaid, the Contractor will provide written notice to the Interpreter which will include the following items:

      1. The amount of the overpayment;
      2. The basis for the assessment of an overpayment;
      3. The job number(s); and
      4. The Interpreter’s rights under the CBA.
    • Method of Repayment

      1. Within thirty (30) calendar days of receiving the written notice, the Interpreter must choose whether to pay back the overpayment through deductions of subsequent payments or by a one-time payment made directly to the Contractor.
      2. Deductions to repay an overpayment amounting to two hundred dollars ($200.00) or more will take place over the subsequent six (6) pay periods, with equal payments each pay period.
      3. The parties can mutually agree to a shorter period of time to repay the overpayment through deductions.
      4. For overpayments amounting to two hundred dollars ($200.00) or more, if the Interpreter fails to choose between a one-time payment or equal payments over six (6) pay periods, the Contractor will make deductions from the Interpreter’s paycheck in equal payments over six (6) pay periods.
      5. If after eight (8) pay periods since the date of the written notice, the overpayment has not been paid in full, the Interpreter must repay the Contractor the outstanding overpayment amount by check within thirty (30) days. In the event the Interpreter does not repay the Contractor, the Contractor may seek other lawful methods to recover the outstanding amount.


1. How interpreters are offered each On-Site Assignment (based on contract requirements.)

  • Assignment is placed via secured web portal by a provider.
  • Assignment is validated for Medicaid eligibility.
  • If validated and a specific interpreter is requested, it will be offered to the requested interpreter upon assignment validation. The requested interpreter will have two hours to accept the assignment.
    • Per the contract, we will only honor specific interpreter requests under the following circumstances:
      • Medically Necessary
      • Continuity of care
      • Religious or cultural specific requests
      • When necessitated by age

2. How do I get jobs?

One of the key legislative requirements for the current system is for the new vendor(s) to have electronic scheduling capabilities. CTS LanguageLink is scheduling interpreters using a centralized electronic system (Interpreter Portal). Using the instructions given to you in our welcome letter, you will be required to login to your portal to view all jobs offered. Our call center will only call you to schedule jobs under certain circumstances. If you call into CTS to ask if there are any pending jobs that can be offered you will be referred back to your portal.

3. Do I need to press the reject button (this only applies to pending jobs)?

CTS would request that you do press the “Reject” button anytime that you know you are unable to take a job. Please DO NOT reject a job unless you are absolutely certain that you won't be able to take it (keep in mind that cancellations happen all the time and if you are rejecting because of a time conflict, there is a chance you will be able to take it after all). Also, once rejected, the job will not ever show on your portal again.

4. How often will jobs be posted on the website?

There are two scheduled posting times for jobs. These times are 6am and 6pm each day. You will want to login during these times to view and accept jobs. Please note: Jobs that are being requested by a provider that have a start time within 48 hours of the requested time will be posted immediately on the portal for all available interpreters to see.

5. Are there requirements to accepting CSO blocks?

Block time appointments are distributed to DSHS certified social services interpreters who meet the following requirements:

Experience-

  • DSHS Socially certified for at least one year prior to the job start date.
  • Completed at least 25 hours of DSHS Social Jobs since this contract began on September 24, 2012 that have been checked in and out and have have a start date greater or equal to the Interpreter’s certification date. Minimum experience hours are tracked by interpreter and is not language specific for interpreters who are DSHS certified in more than one language.
Conduct Violations-
  • No interpreter no-show appointments within six (6) months prior to the job start date.
Eligible Service Days-
  • No more than 5 scheduled block time service days within the month in which the job is scheduled. Interpreters will be offered additional service days if the job has failed to be accepted by another eligible interpreter within one to two business days from the date of creation.
    • You may have multiple block time appointments on one service day.

6. How will CSO block time requests be scheduled?

Once the list of interpreters is determined using the requirements listed in the previous FAQ, block time appointments will be offered in the following order at the 6:00 am and 6:00 pm release times:
  • Less than 1 business day from creation: Interpreters within 20 miles who have less than 5 scheduled block time service days in that month.
  • 1-2 business days from creation: Interpreters within 20 miles who have 5 or more scheduled block time service days in that month.
  • 2 business days from creation: Interpreters within 100 miles who have less than 5 scheduled block time service days in that month.
  • Less than 48 hours to appointment: Interpreters within 100 miles who have 5 or more scheduled block time service days in that month.

7. What if I need to cancel a job that I have confirmed on my portal and can no longer take?

You will need to cancel this job from your schedule using the interpreter portal. CTS will not be able to cancel jobs for you. Keep in mind, we must track all assignments that interpreters accept and then give back. Per the contract, this will be forwarded to the State if requested. Please note: If the job is within 24 hours from the time you realize you are not able to keep it, you will need to contact our call center department at 1(866)519-3604 press option 2.

8. If I cannot appear to a job, can I trade it with another CTS interpreter?

In order to ensure fair job distribution, CTS will not allow any interpreter to trade their job with another. If and when you are not able to attend one of your appointments, it will be expected that you cancel this job through your portal or immediately notify CTS, if within 24 hours. CTS will not bill the state for any job that is completed by an interpreter who is not assigned to the job within the system. Failure to adhere to this policy will result in non-payment for that job.

9. How are previous grievance decisions applied to all appointments?

Decisions made from a previously resolved grievance will not be used to determine the payment for non-associated interpreters or appointments. The resolution is only applied to the interpreter or group of interpreters who filed the grievance and that specific situation. Please contact your local Union representative should you want to file a grievance.

10. Some assignments have disappeared after I assigned myself to the job, why are these assignments gone?

  • If a job is taken from your portal they are either cancelled by the provider or rescheduled.
  • If you are assigned a job that the provider modifies, one of the following will occur:
    • You will be rescheduled to the new appointment if you are available for the new requested date, time and location – you will be notified automatically via email
    • You will be taken off of this job if you are not available for the new requested date, time and location – you will be notified of this change automatically via email
    • If you are automatically rescheduled in your portal and if for any reason you are not available to take the new appointment date, time and location you will need to cancel this job on your portal.
  • If that appointment is cancelled the following rules apply:
    • If and when a provider cancels an appointment outside of 24 hours from the assignment date you will be: removed from the job, and contacted by us via email.
    • If and when a provider cancels an appointment with less than 24 hours from the assignment date you will be: removed from the job and contacted by us via email and phone.
  • As the interpreter, you are required to review your portal every day to assure that no changes have been made to your schedule.
  • Please know that we must recheck Medicaid eligibility two days prior to appointment for every medical assignment.

11. Do I need to call the patient the night before?

Client confirmation calls are not required. If and when you find out conflicting information from the client, please know that we are NOT able to make any changes to a job unless is requested by the provider/requester. For Child Protective Services, you are NOT permitted to contact the client at any time.

12. What if I need to contact the provider?

As an interpreter, you are not allowed to contact the provider. If there are questions you have about a job that you feel you need to communicate with a provider you will have to do this through CTS. We have a call center open 24/7 that can verify any information that you need to know. Contact them at 1-866-519-3604 opt. 2.

13. How do I know which jobs require a paper voucher or not?

Paper vouchers are being eliminated and are only to be used if and when the provider does not have access to our web portal, the appointment is a home visit or at a location other than the requester’s location. Only jobs labeled “Voucher Required” in red next to the job details will require you to print the attached voucher for the appointment. For HIPAA compliance and in an effort to keep PHI information confidential, we ask that vouchers (ONLY) be faxed to (877) 229-6880.
Emails with attached vouchers will not be processed.

14. How do I let CTS know if I am running late or not able to make it to my appointment?

The call center/scheduling department is available 24 hours a day / 7 days a week. You can reach them at Toll Free 1(866)519-3604, press option 2.

15. How long does an interpreter have to wait for a client to show up to the appointment?

Interpreters are required to wait 30 minutes for a client to show up to the appointment. If the appointment results in a no-show because either the requestor/client did not show up, the appointment will be billed per the HCA contract for patient/provider no-show.

16.If an appointment is running over the requested time, am I required to stay?

If asked by a provider, an interpreter may choose, but is not required to stay beyond the scheduled end time of an appointment. If the interpreter chooses to stay, the interpreter will be paid for the actual time services were provided in 15 minute increments. However, if the interpreter overstays an appointment end time and is late or does not show for the next scheduled CTS appointment, the interpreter will not be excused from any generated incident report.

17.More than one interpreter arrived for the same appointment, who should service the patient?

When two or more interpreters are scheduled for the same appointment, the interpreter with the earliest documented appointment confirmation date and time will complete the appointment, unless otherwise agreed by the interpreters. In this scenario the interpreter or the provider should call CTS to confirm which interpreter is assigned first. The interpreter who does not service the appointment will be paid for thirty minutes at the specified rate.

18. I just completed a job, why don’t I see it under the “Completed Jobs” tab?

Jobs will stay under my schedule for a few days before they switch to the “Completed Jobs” tab. This time lapse is to allow our billing department to get these jobs ready for your approval.

19. My job was a late cancellation or a patient/provider no show; but I cannot see the job on my portal, where did it go?

When CTS is notified of a late appointment cancellation (within 24 hours of the appointment start time) or when the job is considered a no-show, this job will be available under “My Schedule.” You will need to make sure the box labeled “Show Payable Jobs” is clicked and then hit the “Refresh” button.

MySchedule

20. How can I tell if the voucher was completed correctly for a job I did?

In your Portal – click "Completed Jobs"; if the Check-In/Check-out for that particular job is displayed, the voucher has been received and/or the provider has checked you in/out.

21. Now that I have completed my job, is there anything else that I need to do?

After our system has processed and added billing information to your job and this information is visible in your portal, these jobs will appear in the “Completed Jobs” tab. It is very important that you review the information for every job in this tab for accuracy. You will be able to either “Approve” or “Dispute” the billing information entered for every job that you work.
NOTE: CTS cannot bill the state for any job until that job is “Approved” by you in the portal. For an in-depth job aid on this process please see the Approval and Dispute Process (PDF) .


1. How can I track my Incident Reports?

In your portal, you are able to track all incidents by clicking on the incident tab. The incidents are listed in the box titled “My Incidents” with the title of each level of severity and how many incidents you may have in that particular category. It is the interpreter’s responsibility to view their incidents on this screen.

2. What if I do not agree with the Incident?

If you feel that the incident was created in error, you have the opportunity to provide your feedback on the report sent to you via email. If the incident is disputed, further research into the claim will be made by CTS on behalf of the interpreter. Any supporting documentation or statements should be included in your feedback or attached to the email. However, if the provider reaffirms the claim we will keep the incident on file.

3. When will a corrective action/consequence be taken?

Each incident does not generate an action taken. Instead, each incident will accumulate in relation to severity levels. At specified number of incidents there are corresponding actions taken. Please take note of the diagrams below:

INCIDENT SCALE TABLE
INCIDENT SEVERITY: LOW
NUMBER OF INCIDENTSACTION TAKEN
3 Low Severity IncidentsVERBAL
5 Low Severity IncidentsWRITTEN
7 Low Severity IncidentsPORTAL RESTRICTION (10 day min)
9 Low Severity IncidentsPORTAL RESTRICTION (20 day min w/warning notice)
11 Low Severity IncidentsPORTAL RESTRICTION (30 day min)
12 Low Severity IncidentsFULL PORTAL RESTRICTION (1 Week)
13 Low Severity IncidentsFULL PORTAL RESTRICTION (2 Weeks w/final warning notice)
14 Low Severity IncidentsTERMINATION OF CONTRACT

INCIDENT SEVERITY: MEDIUM
NUMBER OF INCIDENTSACTION TAKEN
1 Medium Severity IncidentVERBAL
2 Medium Severity IncidentsWRITTEN
3 Medium Severity IncidentsPORTAL RESTRICTION (10 day min)
4 Medium Severity IncidentsPORTAL RESTRICTION (20 day min w/warning notice)
5 Medium Severity IncidentsPORTAL RESTRICTION (30 day min)
6 Medium Severity IncidentsFULL PORTAL RESTRICTION (1 Week)
7 Medium Severity IncidentsFULL PORTAL RESTRICTION (2 Weeks w/final warning notice)
8 Medium Severity IncidentsTERMINATION OF CONTRACT

INCIDENT SEVERITY: HIGH
NUMBER OF INCIDENTSACTION TAKEN
1 High Severity IncidentPORTAL RESTRICTION (10 day min)
2 High Severity IncidentsTERMINATION OF CONTRACT

4. How long will an incident remain on file?

Low and Medium severity incidents will continue to accumulate for a timeframe of six months. After six months it will not continue to affect your record but will remain on file for documentation. High severity incidents will remain on file without a time restraint (indefinitely).

5. What if I had an incident in the past, how does that affect me now?

Incident Reports prior to 04/1/2014 will not be taken into consideration. Any incidents after this date will remain active for six months (with the exception of High severity incidents which remain on file indefinitely).

6. What does Portal Restriction mean?

When an interpreter receives a Portal Restriction they will have their profile changed to only show them and allow them to accept jobs that have reached an emergency basis. Emergency basis will be defined as appointments that have not been filled within 48 hours of the requested start time. This will occur for a period of no less than ten (10) calendar days. As incidents accumulate within the six month time frame allotted by this proposal, additional days may accrue according to the provided scales. You will be notified by phone and email within three business days if you are to have a Portal Restriction.

7. What does a Full Portal Restriction mean?

When an interpreter receives a Full Portal Restriction they will have their profile changed where they will not be allowed to view or accept any jobs for a period of no less than one (1) week. At this time all jobs that the interpreter is scheduled for within the restriction timeframe will be removed from their schedule. As incidents accumulate within the six month time frame allotted by this proposal, additional days may accrue according to the provided scales. You will be notified by phone and email within three business days if you are to have a Full Portal Restriction.

8. Do I have to respond with feedback?

For your benefit, we request that you respond to all Incident Reports as we are only able to evaluate the claim accurately when all parties have given their account. You have seven (7) business days to provide your feedback via your portal. After this time period the incident will not allow you to provide any feedback and we will proceed with the information we have up to that point.


1. I selected a Leg Travelled for the first Job and clicked on the Apply Mileage button. Now I can’t select the Leg Travelled for the other Jobs.

The Apply Mileage button applies mileage for all of the Jobs for that day. Once mileage has been applied, you cannot change the Leg Travelled selection for any Job on that day.

2. I disagree with the amount of mileage that the system calculated, based on my selected Leg Travelled. Can I dispute this?

Yes. If you disagree with the calculation, you can create a mileage dispute, as long as the Job is still in an unapproved state.

3. If I click on the Approve Job button, will all of my Jobs on that day be approved?

No. You must click on the Select button on left of the Job row, which will select that Job, and then click on the Approve Job button. This must be done for each of the Jobs in the list.

4. Will my Telephonic and VRI Jobs show on the Job and Mileage Approval screen?

No. Only your onsite Jobs will be listed on this screen.

5. Will I see cancelled Jobs on the Job and Mileage Approval screen?

Only cancelled Jobs that you will be paid for.

6. Why can’t I select a Leg Travelled for a cancelled Job that I am being paid for?

Mileage is not calculated for cancelled Jobs. If you feel mileage is due, you may create a mileage dispute through the portal for that Job.

7. Why are the Approve Job and Dispute Job buttons disabled, and only the Apply Mileage button is enabled?

Mileage must be applied before you can dispute or approve a Job. Once you have applied mileage, based on your Leg Travelled selections, the Approve Job and Dispute Job buttons will be enabled.

8. I have applied mileage and the Approve Job and Dispute Job buttons are still disabled. Why is that?

If a Job is in Dispute, these buttons will be disabled until the Dispute is resolved.

9. When applying mileage, I got an error stating that the Mileage Leg selections were contradictory. What does this mean?

The system will verify that a Job cannot be double-billed for a route. For instance, if the selection for the first Job is Home to Job to Home, and the selection for the second Job is Job to Job, then the route from the first Job to the second Job is duplicated, and the system will not allow this.

10. The Miles To and Miles From columns show mileage, but there are no Mileage Dollars in the Job details.

The system will only pay mileage for the Job if one of the legs is 20 miles or greater.

11. The Miles To and Miles From columns both have over 20 miles in them, but I still don’t see any Mileage Dollars in the Job details.

The system creates mileage billing records, based on the Interpreters’ Leg Travelled selections, on a periodic basis. As soon as the system has created those billing records, you will see that mileage in the Job details section of the Job and Mileage Approval form.

12. If one of my selected Legs Travelled has 20 or more miles in the Miles To and Miles From columns, will I see two rows in the Job details section of the Job and Mileage Approval screen?

No. The system will add the total payable miles for the Job and create a single mileage billing record.

13. When I apply mileage I get a message stating that the selected Leg for some of the Jobs do not have feasible drive times. What does this mean?

The system calculates the time between Jobs and the drive time for the selected Leg Travelled. If the drive time is larger than the time between the Jobs, the system will prompt with this message.

14. If I get the message stating that the selected Leg does not have a feasible drive time, what should I do?

If you get this message, you can either click the Cancel button and go back and change the selected Leg for that Job, or you can click OK, and the system will process the mileage based on your selection, regardless of drive time.

15. One of my Jobs on the Job and Mileage Approval screen displays a message stating “Under Review.” What does this mean?

If there was not enough time between the two Jobs to drive the route that you selected, the system will flag that for Review by HCA.


1. How do I know what specific requirements a medical provider may have to interpret at their location?

2. CTS LanguageLink's website states they're looking for interpreters nationally. Is our work being outsourced?

Please keep in mind that the requirement for the HCA contract serving DSHS and Medicaid enrollee appointments is to fill jobs with Washington DSHS Certified, Recognized and Authorized Interpreters first. We encourage you to pursue this designation, if you do not already have it, as this ensures your continued work under this contract.

CTS LanguageLink is experiencing tremendous growth, and has recently been awarded a contract with the Federal Emergency Management Agency (FEMA) as well as other clients across the United States. Our recruitment efforts reflect this. If you contract with us and can work telephonically, you may be servicing any of our clients across the country.

3. How do I change my password?

Change password here. You will receive an e-mail with a link to change your password.