CareAdvantage Dual Eligible Special Needs Plan (D-SNP) 2025

Member Language Services

If your Primary Care Provider (PCP) or specialist does not speak your language, HPSM can help. We have free interpretation services so you can talk to each other. You can get phone and video interpreters for all routine in-person and telemedicine visits. All you need to do is ask your doctor to call one. In special cases, an interpreter can go to the visit with you.

Remember, it is not your responsibility to get your own interpreter. Your provider is required to get an interpreter for you if you request one. You can request an interpreter for any interaction that you have with your provider.

It’s much better to have an interpreter translate for you instead of family or friends because they are:

• Experts at translating one language into another
• Trained to understand complex health information
• Legally barred from telling others what you say

Ask for a spoken language interpreter

• For interpreters over the phone, have your provider dial 1-800-225-5254 (1-800-CALL-CLI).
• For video interpreters, either in-person or during telehealth visits, have your provider visit hpsm.cli-video.com.
• For in-person visits, have your provider:
  • Submit the Online Interpreter Request Form at leas 5 buisness days before your appointment
  • Call 1-866-880-0606 or 650-616-2174 Monday–Sunday 8:00 a.m. to 8:00 p.m.
  • TTY: 1-800-735-2929 or dial 7-1-1

Ask for a sign-language interpreter

Members with hearing impairments can get an American Sign Language (ASL) interpreter. They will go with you to your doctor’s visit at no cost.

• If you need to call your provider, you can use California Relay Services who will provide an interpreter at no-cost.
  • Call 1-800-735-2929 or dial 7-1-1
  • For more information on California Relay Services, visit Relay Services | California Connect (caconnect.org)
• For video interpreters, either in-person or during telehealth visits, have your provider visit hpsm.cli-video.com.
• For in-person visits, have your provider submit the Online Interpreter Request Form at leas 5 buisness days before your appointment.

Get Translated Materials

HPSM provides all health plan  written materials  in English, Spanish, Chinese, and Tagalog. These are the five most common languages spoken in San Mateo County. If you need translated materials in another language, contact the CareAdvantage Unit:

CareAdvantage Unit

Toll free: 1-866-880-0606
Local: 650-616-2174
TTY: 1-800-735-2929 or dial 7-1-1

Phone hours: Monday–Sunday 8:00 a.m. to 8:00 p.m.
Office hours: Monday–Friday 8:00 a.m. to 4:00 p.m.
Email: CareAdvantageSupport@hpsm.org