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Mike McMahon

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Two Ways Banks Can Better Communicate with Multicultural Customers (According to Our Interpreters)

Posted by Mike McMahon on November 13, 2018

Demographic shifts tell us that financial consumers have become more culturally and ethnically diverse.

Over 65 million U.S. residents—or 21 percent of the U.S. population over the age of five—speak a language other than English at home. More than one out of every 12 people in the U.S. are limited English proficient (LEP), meaning they speak English less than very well. This group represents around nine percent of adults living in America.

These limited-English consumers have historically found it difficult to access financial products and services. The Consumer Financial Protection Bureau indicates many of the challenges limited-English consumers encounter are related to language and financial literacy. There are also bilinguals who—though not limited English proficient—may prefer to conduct finance-related discussions in their native languages.

LanguageLine interpreters who work with banking clients and their limited-English banking customers are a powerful source of insight on how to communicate with these consumers. A recent survey of our interpreters offered a great reminder that clients are well served by considering the linguistic and cultural diversity of their clients.

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Eight Steps Medicare Plans Can Take to Enroll More Limited-English Speakers

Posted by Mike McMahon on October 1, 2018

This year’s open-enrollment period for Medicare will run from October 15 through December 7. Studies show that a large number of Medicare enrollees are considered limited English proficient (LEP), meaning they speak English “less than very well” and are entitled to assistance.

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16 Stats That Show The Language Access Needs of Medicare Beneficiaries

Posted by Mike McMahon on September 5, 2017

Communication is an important part of health literacy, so it’s not surprising that Medicare beneficiaries with challenges in this area are at a greater risk for poor health outcomes.

Removing those barriers tends to improve health outcomes and may even contribute to higher CMS star ratings, which impact an organization’s reputation and reimbursement.

A recent report by the Centers for Medicare & Medicaid Services Office of Minority Health presents useful data that can help prescription drug and health plans better understand Medicare beneficiaries and their language needs.

Here are 16 telling statistics and what they mean for providers.

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