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Welcome TrueCare Providers

TrueCare partners with Propio to provide its members with interpreting services.

Eligible Limited English Proficient (LEP), deaf, and hard-of-hearing members may request interpreting services during eligible visits to your facility. Through its partnership with Propio, TrueCare makes it so easy for participating providers to access interpreting services through direct access to Propio’s online interpreting management system. As a TrueCare provider, this page will guide you through the registration process to use interpreting services. It also includes the terms and conditions, how to access the services, and helpful tools for understanding the various types of interpreting and when to use them.

Types of Interpreter Services

Propio will provide the following solutions: on-site, over-the-phone interpreting (OPI) and video remote interpreting (VRI).

On-Site Interpreters (OSI)

Qualified spoken language and American Sign Language (ASL) medical interpreters are available for in-person, live interpreting at your facility.

Over-the-Phone Interpreters (OPI)

Qualified language interpreters are available over-the-phone in the following cases:

When an onsite interpreter is not available
As a backup or first option for short/routine medical appointments
As a first option for rare languages not available for OSI per Propio’s language list
As a first option when a member prefers OPI
For emergency situations where there is no time to wait for an OSI interpreter to arrive

Video Remote Interpreting (VRI)

VRI may be used in the following cases:

As a first choice for all languages when the visit will not last longer than 20 minutes
For ASL or spoken language emergencies
As a first choice for other ASL appointments and/or spoken language appointments only with TrueCare’s prior permission
VRI may be offered as a backup solution when an ASL interpreter is not available onsite

For Mississippi providers only please reference, Mississippi Usage Policy, for full details.

Telehealth Appointments

If you are seeing a CareSource member via your telehealth platform, Propio can support most platforms with video or audio solutions. When requesting an interpreter please specify if the platform you are using.

Who Can Request Services?

Providers accepting the following state plans may access interpreter services for eligible members.

Mississippi Statewide

Locations: Propio provides on-site services, OPI, and VRI.

Who is Eligible for Interpreter Services?

Providers can access interpreter services for eligible members under the following state plans:

Mississippi Statewide

What type of appointments and departments are covered?

You may request an interpreter for medical appointments outside a hospital setting. The following types of appointments are covered:

Network Physician Offices
Mental Health – Outpatient, Counseling
Dental Clinic
Pool Therapy
Speech Therapy
Urgent Care (OPI only)
Private Physician Offices leasing space in a hospital
Sleep Center
Chiropractic Care
Home Visits (care follow-up)
Diabetes Center
Pediatric Dentistry
Sports Medicine
Diagnostic Imaging/Ultrasound/MRI

The following types of appointments are not covered:
Surgical Procedures
Pre-admission testing
Same-day surgery
Anything inpatient
Anything within the Emergency Room (ER)/Emergency Department (ED)

How do you sign up for using interpreting services?

To sign-up and start using interpreter services, please review the options below and select the one that most fits you.

If you are currently a Propio client, but not a CareSource provider, and want to sign-up to use interpreter services through CareSource, please click here to visit the CareSource website to learn how to join the CareSource Network

If you are currently both a Propio client and a CareSource provider located in Ohio only and want to sign-up to use interpreter services through CareSource, complete Steps 1 and 2, below. The Propio team will contact you to enable your account for CareSource appointments.

If you are a CareSource provider, but not a Propio client, and you want to sign-up to use interpreter services through CareSource, complete Step 1 below. The Propio team will contact you shortly to create your account.

If you are not sure which option fits you best, please complete Step 1 only, and the Propio team will contact you shortly to assist.

Step 1: Contact Details

Step 2: Review and Sign Usage Policy

After you have submitted your Contact Details, please download the usage policy, sign and submit to

For Mississippi providers only please reference, Mississippi Usage Policy, for full details.


Using Propio’s services is easy and convenient. After registering, Propio will reach out to you to assist with implementation and staff training. Additionally, the below resources are always available at this website for training new staff or a quick refresher.

How to Videos

The following videos are available to help you navigate through Propio’s Interpreting Management System and VRI Platform.

Propio ONE
Phone OPI
Atrium Scheduling

Printable Usage Policy

We recommend that you sign the usage policy online using the secured link listed under Step 2 above, but if you have any difficulty signing the policy online, please download the policy. When you connect with our team, they will help you uploading the signed policy.

Language List

Propio is constantly recruiting to add language capacity to its team of qualified medical interpreters. Propio presently offers interpreter services in more than 275 languages, including OSI in 40+ languages, VRI in 60+ languages, and OPI in 230+ languages.
Link to OPI Language List document
Link to Tips and Pre-scheduled Calls document

TrueCare Provider Services

All providers can reach a member of the TrueSource Provider Services team by calling the following number: Telephone: 800-488-0134

Interpreting Management and Scheduling System

Atrium is the preferred Interpreting Management and Scheduling System for Propio.

Click to watch a training video: How to Submit a Pre-Scheduled Request Training Video
Click for Atrium User Guide: Atrium Scheduling Setup and Client Insurance Validation

Atrium Login