Many seniors find it difficult to select the right Medicare plan. For those who are limited English proficient, this important decision may feel next to impossible.

The Medicare population is growing more diverse by the day. In fact, over 65 million U.S. residents speak a language other than English at home. Approximately 15 percent of this audience is 65 or older. The size of this audience will only increase, as North America is experiencing growth in the number and proportion of older persons in the population. Meanwhile, immigration is expected to account for nearly 90 percent of population growth in the U.S. over the next several decades.

To ensure Medicare Advantage Plans (Part C) and Medicare Prescription Drug Benefit Plans (Part D) are enabling effective communication for all seniors – including those who speak limited English - the Centers for Medicare and Medicaid Services (CMS) monitors the call-centers of Medicare plans each year from February to June.

Our new ebook, CMS Call Center Monitoring Study: 2020 Edition, provides an overview of the Call Center Monitoring Study as it relates to foreign language. Our guide describes the impact of the study on a plan’s Star Rating, and provides recommendations for success.

In our ebook, you will find:

  • An explanation of CMS Quality Ratings
  • Enlightenment on how CMS Star Ratings are calculated
  • Clarification on the Accuracy and Accessibility portion of the study is conducted
  • Strategies for educating customer services representatives about the study
  • Recommendations for a plan to succeed during the rating period
  • Tips to optimize the support you receive from LanguageLine

You can download our new ebook here.

LanguageLine can help

LanguageLine Solutions is the only language-services provider that actively works to ensure that your plan earns a five-star rating.CMS Call Center Study 2020 Cover

LanguaeLine has ongoing contact with CMS, working closely with the Centers for Medicare and Medicaid Services throughout the year to stay on top of changed in the process, such as languages to be tested, CMS scoring changes, and auditing issues.

Meanwhile, our Workforce Management Team ensures appropriate interpreter staffing levels for CMS-targeted languages during the test period.

We also offer real-time process improvement, working with clients as quickly as possible to identify issues and escalate resolutions to ensure ongoing success.

Please contact us today to learn more about how LanguageLine can assist your plan during this period.