If you work in the medical industry, you already know how important it is to protect patient information. But when you introduce over-the-phone interpretation (OPI) into the mix, things can feel a little more complicated.

The good news is, as a Language Service Provider (LSP), we know keeping your phone interpreting sessions HIPAA compliant isn’t as hard as it might seem. With the right habits, the right technology, and a little planning, you can make sure every conversation stays private, secure, and confidential.

Here’s our quick guide to what you need to know to stay HIPAA compliant.

Start With a HIPAA-Compliant Interpretation Provider

The foundation of compliant OPI is choosing a provider that takes privacy as seriously as you do. A good LSP will have strong security protocols in place behind the scenes.

This includes encrypted phone lines, secure data centers, privacy training for interpreters, and clear policies about how information is handled.

When in doubt, ask questions. A reputable LSP should happily explain their compliance measures.

Make Sure Interpreters Are Trained on Confidentiality

Even the most secure technology won’t help if the interpreter doesn’t follow confidentiality guidelines.

Professional interpreters who work in healthcare should be trained not only in medical terminology but also in how to handle private patient information.

A qualified interpreter understands they cannot store, record, or repeat any patient details outside the session. They also know how to remain neutral and limit their role strictly to interpreting.

If you ever feel unsure about an interpreter’s professionalism, trust your instincts and request someone else.

Use a Private, Controlled Environment

One of the easiest ways to slip out of HIPAA compliance is by taking calls in a place where others can overhear you.

Even a quick hallway phone conversation can put patient privacy at risk. For OPI, you should always try to use a private room or office where you can close the door and control who hears what.

For clinicians who work in busy areas, like emergency departments, this isn’t always simple. But the more you can reduce background noise and foot traffic, the better.

A quiet, controlled space also helps the interpreter hear the patient clearly, which leads to more accurate communication.

Confirm the Patient’s Comfort and Identity

Before you begin, it helps to take a moment to confirm that the patient is comfortable using an interpreter and understands why one is being brought onto the call. This gives the patient a sense of trust and reassurance.

You should also verify the patient’s identity following your organization’s protocol, just as you would in an in-person appointment. This ensures you are discussing protected health information with the correct individual.

Avoid Using Speakerphone Whenever Possible

Speakerphones can make things easier, especially when multiple people need to participate in the conversation. But they also increase the risk of being overheard.

If you must use speakerphone, do so in a private room and speak at a volume that keeps the conversation as contained as possible.

When possible, using a dual-handset phone or an audio setup specifically designed for OPI is even better. These tools can improve audio clarity and reduce the chance of someone unintentionally hearing part of the call.

Share Only What Is Necessary

HIPAA does not forbid sharing patient information, but it does require that you share only what is needed to perform a task.

When working with an interpreter, focus on the details necessary for that specific interaction. There’s no need to provide the entire medical history if only part of it is relevant to the conversation.

If you are unsure whether a certain piece of information is necessary, pause and think about whether it supports the patient’s immediate care. When in doubt, keep it simple.

Avoid Recording the Call

Unless your organization has a very explicit policy and secure system in place, you should avoid recording interpreted calls.

Recordings create additional protected information that must be stored securely and increase the risk of accidental exposure.

Most of the time, recordings are unnecessary and skipping them keeps your job easier and more compliant.

Document the Interpretation Session

Just like any other aspect of patient care, it helps to record in the patient’s chart that an interpreter was used. This is not only good practice but also supports compliance.

Your LSP should keep records of the interpreter used in case you need to evidence this in the future. This creates a clear record of how the patient received information and how decisions were communicated.

Keep Communication Clear and Professional

Good communication supports both patient safety and privacy. Speak slowly, pause often, and give the interpreter time to relay everything accurately.

Avoid side conversations or comments while the interpreter is speaking. This reduces confusion and ensures the interpreter can stay focused on delivering an accurate, confidential message.

The Key to Compliance

Staying HIPAA compliant during OPI may seem complicated at first, but it ultimately comes down to using the right provider, protecting the patient’s privacy, and following smart communication practices.

When you establish good habits and choose partners who share your commitment to confidentiality, you give every patient the safe, respectful care they deserve.

Are you looking for a good OPI provider? If so, we’d love to talk to you. Consultations are free and there’s no obligation.

You’re in safe hands with us as we’re ISO 17100 and ISO 9001 compliant, have over twenty years of professional translation experience, and have earned the trust of organizations around the world.