Welcome TrueCare Providers

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.

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

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

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

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.

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.

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
OB/GYN/Mammography/Ultrasound
Optical
Pool Therapy
Physicals
Speech Therapy
ENT
Urgent Care (OPI only)
Private Physician Offices leasing space in a hospital
Sleep Center
Chiropractic Care
PT/OT
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)

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.