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WEBINAR: How Customized Call Flows Are Fixing the Phone Maze for Limited-English Patients and Members

Posted by Suzy duMont-Perez on November 16, 2018

While many healthcare providers and insurers succeed at delivering a positive in-language experience when limited-English speakers are in the building, this is often not the case when patients and beneficiaries have to connect with them by phone.

To remedy this issue, several high-performing organizations have implemented customized call flows that empower limited-English speakers to contact them with a qualified interpreter already on the line. Their patients and beneficiaries now have a seamless in-language experience from one end of a call to the other, making hang-ups and lengthy call-handle times a thing of the past.

Our upcoming webinar, “How Customized Call Flows Are Fixing the Phone Maze for Limited-English Patients and Members,” (Tuesday, December 4, 1 p.m. ET/10 a.m. PT) will demonstrate how a top healthcare organization and insurer are using a tailored approach to improve the in-language experience for limited-English speakers.  

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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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'It Was Like a Miracle': A Video-Interpreting Success Story

Posted by The LanguageLine Solutions Team on September 24, 2018

Alex Gonzalez is a registered nurse in the oncology unit at Salinas Valley Memorial Health System. SVMH is a public hospital that provides quality health services to patients of all ages throughout Monterey County, an agricultural hub where a quarter of the overall population are non-citizens and more than 40 percent are native Spanish speakers.

It’s no wonder that when Gonzalez was trained on LanguageLine InSight, a video-interpreting solution that delivers on-demand access to professional linguists in 36 languages at the touch of a button, he thought the technology was heaven-sent.

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Why Pharmacies Need Language Access

Posted by The LanguageLine Solutions Team on September 18, 2018

Like physicians, pharmacies play an important role in empowering patients to take charge of their health

Unfortunately, language barriers often make it more difficult for non-English-speaking customers to ask important questions about their medication, take it as directed, and be aware of potential side effects.

As pharmacies serve increasingly diverse populations, language access is becoming more important than ever.

The Center for Immigration Studies reports that one in five Americans (65 million people) speaks a language other than English at home. Just over of 40 percent of these individuals is considered Limited English Proficient (LEP), meaning they speak English “less than very well” and are entitled to assistance. This LEP group constitutes about nine percent of the total U.S. population.

Language barriers can pose serious health risks to LEP customers. Research has shown that those with little knowledge of English often do not have a good understanding of their medication instructions.

Here are a few ways language access can help pharmacists empower their customers.

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UPCOMING WEBINAR: How Mount Sinai Put a Cutting Edge Language-Access Program into Action

Posted by The LanguageLine Solutions Team on July 17, 2018

Healthcare systems that serve diverse communities are tasked with the same three goals when implementing language-access programs:

  1. Improve outcomes
  2. Maximize staff efficiency
  3. Control costs

One of America’s most respected healthcare networks has accomplished these three goals by implementing a forward-looking, comprehensive language-access program that serves patients who speak more than 150 languages.

In our next webinar, staff members who pioneered this program at The Mount Sinai Health System in New York will explain exactly how they did it.

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How Community Health Centers Can Get Quick Access to a Language Interpreter

Posted by The LanguageLine Solutions Team on March 15, 2018

You care for patients at a community health center. You see many patients each day and strive to deliver the very best treatment.

Your center serves not only Spanish-speaking families, but recently many Vietnamese are coming in for services.  You understand the basics of the language but are far from fluent—certainly not enough to have in-depth conversations about their health concerns.

Communicating effectively and efficiently with all your patients is a high priority, not only to deliver the appropriate care, but also for better health outcomes and patient satisfaction.

What if you had reliable, on-demand, easy to access qualified language interpreters anytime you needed them?

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Does Your Interpreter Training Program Have These Essentials?

Posted by The LanguageLine Solutions Team on February 23, 2018

Whether you have bilingual employees or use interpreters in your contact center, they are an extension of your organization—for better or for worse.

How confident are you that they are communicating clearly to your customers?

There are only two ways to know for sure: Be fluent in multiple languages yourself, or ensure your in-house interpreters have been tested and properly trained.

Whether you have an interpreter training program in place now or are looking to implement one, be sure it includes these five essential elements.

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Millions of Dollars Are On the Line. Is Your Organization Doing All It Can to Secure Five Stars?

Posted by Suzy duMont-Perez on February 13, 2018

Each year, the Centers for Medicare and Medicaid Services (CMS) publish quality ratings for Medicare Part C and D plans. Plans are given a rating between 1 and 5 stars, with Quality Bonus Payments (QBPs) going to plans earning 4 or 5 stars. According to one study, these QBPs can amount to an extra 5% per member annually.

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Is Your Organization Ready for New Language-Access Laws Coming in 2018?

Posted by Suzy duMont-Perez on December 4, 2017

You may not realize it, but two laws aimed at improving communication with limited-English-proficient (LEP) beneficiaries will go into effect in 2018.

If yours is a home-health agency seeking to participate in Medicare or a health-insurance company that offers plans for employees, you will want to pay attention to these new laws so as to stay in compliance.

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