New eBook: CMS Call Center Monitoring Study - 2020 Edition

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.

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How to Evaluate the Quality of Your Interpreting Service

Language services companies handle thousands of calls a day. Each call is vital in its own way.

Hiring qualified interpreters and training them to deliver accurate interpretation sessions is imperative for success. But it is only the beginning. The quality of an interpreter must be supported through performance management.

How can you make sure that your interpretation provider is prioritizing quality assurance and monitoring?

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NEW EBOOK: Five Criteria You Need To Know When Evaluating Interpreting Agencies

More than ever before, language services providers (LSPs) are essential partners in managing and growing modern organizations that welcome all people, regardless of language, culture, or ability.

Here’s why:

One in five U.S. households speaks a language other than English at home. That’s more than 65 million people. Another 10 million are Deaf or Hard of Hearing. There are more than 350 languages currently spoken in the U.S.

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INFOGRAPHIC: America Is Entering an Era of Unprecedented Diversity

An immigration wave is coming.

Did you know that over the next four decades, almost 90 percent of U.S. population growth will come from immigration?

Or that nearly half of these individuals are expected to lack English proficiency? 

How do declining American birth rates factor into this shift? Where will these immigrants come from, and how will this change the face of the America we know today?

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Why Interpreter Recruiting Matters When Comparing Language Services Providers

Interpreter quality is the lifeblood of on-demand interpreting.

Connect times and technological bells and whistles do not matter if the interpreter on the other end of the line is not fully capable of delivering the empowerment you desire. It is imperative that language services providers (LSPs) have a sophisticated method for recruiting the finest interpreters in the world to meet your needs.

When evaluating interpreter quality, it is helpful to break the subject into four sections:

  1. Interpreter recruiting
  2. Interpreter new hire training
  3. Quality assurance, monitoring, and ongoing development and support
  4. Procedures and policies to ensure safety and security of information

In this article, we will address interpreter recruiting. Future blogs will cover the other criteria above.

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WEBINAR: Do Healthcare Providers Fully Understand Their Responsibilities to the Deaf and Hard of Hearing?

Hospitals and other healthcare organizations frequently grapple with understanding and fulfilling their communication responsibilities to patients who are Deaf and Hard of Hearing under the Americans with Disabilities Act (ADA).

To help healthcare organizations achieve compliance, we are offering a webinar titled “Healthcare Providers: Understanding Communication Responsibilities to Patients Who Are Deaf or Hard of Hearing.”

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How to Evaluate the Reliability of a Language Services Provider

If language isn’t on your mind when thinking about the future of your organization, it should be. Finding a reliable language services provider is critical to the success of your organization.

Consider this: More than 65 million U.S. residents speak a language other than English at home. Another 10 million are Deaf or Hard of Hearing. The complexity of communicating with these individuals will only increase, given that immigration is expected to account for nearly 90 percent of population growth in the U.S. over the next 40 years.

Believe it or not, the linguistic and cultural hurdles you may be facing can be turned into enormous opportunities. To accomplish this, you’ll want to partner with a language services provider that has the interpretation and translation solutions necessary to take on these challenges with ease.

When trying to decide which language services provider (LSP) is right for you, the first thing to know is that not all LSPs are created equal. Much like companies within your industry, some players in the language services space are more formidable than others.

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Why Being Bilingual Does Not Necessarily Make You an Interpreter

Learning a second language is hard work.

Bilingualism brings with it a level of language proficiency that is sufficient for most standard, everyday situations and conversations.

Unfortunately, many organizations feel they have their language needs covered because they have a bilingual person on staff. This is typically not the case for several reasons.

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INFOGRAPHIC: A Checklist to Help You Evaluate Language Services Providers

Today in the United States, one out of every five of our neighbors speaks a language other than English at home—that’s more than 64 million people. Another 10 million are Deaf and Hard of Hearing.

Many struggle to communicate as they navigate their everyday lives. A doctor’s visit, a traffic stop, a parent-teacher conference, or a trip to the bank—things we take for granted—can be very difficult for these individuals. As most of us would, they may feel embarrassed, frustrated, or excluded.

Whereas this lack of understanding is distressing, the experience of being understood is empowering. Language access can be far more than transactional—the mere exchanging of words, much as one would exchange one currency for another. When done right, language access is transformational. Believe it or not, the language and cultural hurdles you’re facing today can be turned into enormous opportunities.

For this to happen, you’ll need a partner that can take these challenges and help you manage them with ease. Language services providers (LSPs) provide the interpretation and translation services you’ll need. But which LSP is right for your organization?

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Do You Fully Understand Your Agency's ADA Responsibilities to the Deaf and Hard of Hearing?

Title II of the Americans with Disabilities Act covers a lot of terrain. Many public agencies lack a specific understanding of their communication responsibilities to the Deaf and Hard of Hearing under Title II.

September is officially Deaf Awareness Month. In recognition, we are hosting an upcoming webinar called “ADA Title II: Understanding the Communication Responsibilities of State and Local Agencies.” During this webinar, leading ADA and disabilities rights expert Julia Sain will outline requirements for state and local government agencies when communicating with the Deaf and Hard of Hearing communities they serve. She will also address attendee questions.

In particular, this webinar will be essential listening for state and local government officials who are responsible for language access and compliance. Non-profit organizations that work with local government agencies to provide services will also find it of great interest.

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