Breaking a Language Barrier to Enroll in Medicare

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Q. My friend is a U.S. citizen but not fluent in English. She spoke to four Social Security officials about enrolling in Medicare, but didn’t understand there was a deadline. Now she’s told

she must pay a late penalty. Can she ask Social Security to reconsider, given she’s in this fix because of a language problem?

A. Most people whose first language is not English don’t realize that they have the right to ask for an interpreter when calling the Social Security Administration or visiting their local

SSA office. Interpreters are available at no charge in more than 150 languages. But when calling the main SSA number at 1-800-772-1213, it isn’t immediately obvious how you can request

interpreter services.

Here’s what to do. When your call is answered, an automated voice tells you to press 1 for English or 2 for Spanish. If Spanish is the language you need, press 2. For any other language,

press 1. Then, when the voice invites you to say what kind of service you need, say “operator.” When you’re connected to a customer representative, say: “I need an interpreter in

[language].” (Of course, a friend or family member can do this for you, as long as you allow that person to use your Social Security number.)

At this point the SSA representative will ask you to stay on the line while someone who speaks your language is contacted. The interpreter comes on the phone to translate what you and the

representative say to each other. You can request the same service if you make an appointment to visit your local Social Security office.

What happens when people don’t know about this service? Social Security representatives are supposed to offer interpreters in situations where they think interpreters are needed. But clearly

some people—such as the applicant referred to in this question—fall through the cracks.