Healthcare

The Critical Role of Call Center Outsourcing in Healthcare: How ��ɫ Connect Can Transform Your Member Experience

tanvi.channe — Tue, 11 Mar 2025 10:54:07 +0000

The Critical Role of Call Center Outsourcing in Healthcare: How ��ɫ Connect Can Transform Your Member Experience tanvi.channe Tue, 03/11/2025 - 06:54

Blog

Ross Abramson, Senior Director, MedBens at ��ɫ

Effective communication and patient satisfaction are critical in healthcare, yet many organizations struggle to maintain both. Without a strong call center strategy, rising costs, lower patient satisfaction, and compliance risks become inevitable challenges. Let’s explore these obstacles—and how partnering with ��ɫ Connect can help health plans overcome them while driving real value.

The Consequences of an Ineffective Call Center Strategy

A poorly managed call center doesn’t just cause frustration—it directly impacts patient satisfaction, costs, and regulatory compliance. Here are four critical risks healthcare organizations face without a strong call center strategy:

Decreased Patient Satisfaction – Delays and communication barriers can significantly impact patient satisfaction. Studies show that poor call center performance can decrease patient satisfaction scores by up to 30%. Dissatisfied patients are more likely to switch providers, reduce engagement with their health plans, and share negative experiences.
Increased Operational Costs – Inefficient call centers lead to higher operational costs. Miscommunication, extended call handling times, and repeat calls can inflate costs by 20-30%. In-house call centers often struggle to scale efficiently, leading to resource wastage and higher overheads.
Inefficient Multilingual Support - Without robust multilingual capabilities, healthcare providers risk alienating non-English-speaking patients. This can result in up to a 40% drop in patient engagement and satisfaction within these demographics.
Compliance and Regulatory Risks - Effective January 1, 2025, the CMS Final Rule mandates that health plans provide accessible materials in formats such as Braille, large print, audio, and speech-to-text within days. Non-compliance can result in fines, legal risks, and reputational damage. Healthcare organizations must have the systems and processes in place to meet these stringent requirements.

The ��ɫ Connect Advantage

By outsourcing call center services to ��ɫ Connect, healthcare organizations can transform their operations, reduce costs, and improve the member experience. Here’s how:

Boosting Patient Satisfaction by 50% -��ɫ Connect provides comprehensive, multilingual support and advanced communication solutions. Our 24/7 availability ensures that your members receive timely assistance, improving patient satisfaction by up to 50%. This high-level service reduces patient churn and fosters loyalty.
Reducing Operational Costs by 30% - Partnering with ��ɫ Connect can significantly lower operational costs. Our scalable call center solutions adapt to fluctuating demands, reducing the need for additional in-house resources and overheads. This efficiency allows healthcare organizations to reallocate funds to other critical areas.
Enhancing Multilingual Engagement by 40% – Our robust multilingual services bridge the communication gap, making healthcare more accessible to non-English-speaking members. ��ɫ Connect's expert interpreters and language solutions improve patient engagement and satisfaction by up to 40% within non-English-speaking populations.
Ensuring 100% Compliance and Security-��ɫ Connect adheres to strict regulatory standards, including HIPAA, ensuring that patient information is handled with the utmost confidentiality. Our proprietary AI solutions support health plans in meeting new CMS accessibility guidelines efficiently. We streamline the process of identifying members needing alternative formats and delivering these materials swiftly and cost-effectively.

The Numbers Speak for Themselves

A well-structured call center strategy isn’t just beneficial—it’s essential for compliance, cost control, and delivering a seamless member experience. ��ɫ Connect empowers healthcare organizations to run more efficiently while improving patient satisfaction and engagement. Join the ranks of forward-thinking healthcare organizations transforming their member experience through superior call center outsourcing services. Contact us at healthcareinnovation@transperfect.com to learn how ��ɫ Connec can add specific, quantifiable value to your health plan. Together, let's create a more responsive, accessible, and patient-centric healthcare system.

Together, let's create a more responsive, accessible, and patient-centric healthcare system.

Life Sciences

Healthcare

��ɫ works with Prime Therapeutics to Achieve 2 Hour Turnaround of Clinical Correspondence

shubham.laygude — Tue, 18 Feb 2025 09:12:09 +0000

��ɫ works with Prime Therapeutics to Achieve 2 Hour Turnaround of Clinical Correspondence shubham.laygude Tue, 02/18/2025 - 04:12

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��ɫ Helps BCBS Achieve 5 Stars on CMS Secret Shopper Audits

shubham.laygude — Tue, 18 Feb 2025 09:07:37 +0000

��ɫ Helps BCBS Achieve 5 Stars on CMS Secret Shopper Audits shubham.laygude Tue, 02/18/2025 - 04:07

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��ɫ Streamlines the Authoring and Translation for American Health

shubham.laygude — Tue, 18 Feb 2025 08:58:28 +0000

��ɫ Streamlines the Authoring and Translation for American Health shubham.laygude Tue, 02/18/2025 - 03:58

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How the CMS Final Rule 2025 Impacts Accessibility for Health Plans

jpressman — Wed, 22 Jan 2025 14:43:22 +0000

How the CMS Final Rule 2025 Impacts Accessibility for Health Plans jpressman Wed, 01/22/2025 - 09:43

Blog

Accessibility in healthcare communication is about more than compliance—it's about empowering people to make informed decisions about their health. When people can access their health information in formats they understand, they are better equipped to make decisions that positively impact their health outcomes.

The Centers for Medicare & Medicaid Services (CMS) has established guidelines to ensure health plan information is accessible to everyone, including those with disabilities who have difficulty accessing information through traditional printed materials. The recently updated CMS Final Rule for 2025 is designed to ensure that individuals with disabilities can access their plan information in formats that meet their needs.

Details on the CMS Final Rule for 2025

Last year, CMS updated its guidelines for accessibility, emphasizing the importance of timely communication. Under the new regulations, effective January 1, 2025, health plans must not only provide information in accessible formats but also return requested materials to members within days, not weeks. This change highlights the urgency of enabling all members to make well-informed decisions promptly.

The CMS Final Rule includes offering documents in:

Braille for individuals who are blind or visually impaired.
Large print for members with low vision.
Audio formats for those who prefer listening to the information.
Speech-to-text formats for individuals who use assistive technologies to access digital content.

Challenges and Considerations for Health Plans

Meeting these updated requirements presents two major challenges for health plans:

Identifying Members' Needs: Health plans must implement efficient systems to quickly identify which members need alternative formats. This may involve enhancing member records and communication preferences while ensuring that privacy and data security are maintained.
Timely Delivery of Materials: The tight turnaround time mandated by the new rule means health plans need to streamline their processes for creating and distributing accessible materials. This includes leveraging technology, improving internal workflows, and possibly partnering with specialized service providers.

Innovative ��ɫ from ��ɫ

To address these challenges, ��ɫ’s Healthcare Practice Group has spent the last several months developing proprietary AI solutions for accessibility services. These solutions enable members to receive audio, large print, 508-compliant versions, and other text-to-speech materials in the same time frame as standard translation services. Plans can also initiate an alternative format request just as they would a translation request, and we can deliver the alternative format directly to the member.

Key features of these AI solutions include:

Seamless Integration: Health plans can initiate and manage requests for alternative formats just as they would for standard translation services, ensuring a hassle-free process.
Rapid Turnaround: The AI-driven approach ensures that materials are processed and delivered to members within the mandated timeframe, without compromising quality.
Direct Delivery: The system can deliver alternative format materials directly to members, ensuring timely receipt and improved member satisfaction.

These innovations not only help health plans comply with the new regulations but also enhance the overall member experience by ensuring that all individuals can access and understand their medical benefits.

Future of Accessibility in Healthcare

Looking ahead, the healthcare industry is likely to see even more advancements and regulations aimed at promoting accessibility. Future trends may include:

Increased Use of Technology: AI and machine learning will continue to play a significant role in making healthcare information more accessible.
Personalization: Health plans may leverage data analytics to provide even more personalized communication options for their members.
Broadening Accessibility Standards: Regulations may expand to cover new areas of accessibility as technologies and societal understanding evolve.

By staying ahead of these trends, health plans can ensure they are not only compliant but also leaders in providing inclusive healthcare communication.

Conclusion

The new CMS accessibility guidelines present both challenges and opportunities for health plans. By leveraging innovative solutions, health plans can ensure compliance, provide optimal member experiences, and uphold their commitment to inclusivity while empowering members to make the best-informed decisions about their health. ��ɫ remains committed to investing in tools, training, and resources to help our healthcare clients make their materials accessible to all members.

To learn more about ��ɫ’s accessibility solutions, please contact us at healthcareinnovation@transperfect.com.

Jack Meere

Senior Director, Business Development

Global Business

Healthcare

How Plans Can Achieve 5-Star Ratings During the 2024 CMS Secret Shopper Period

muna.abdulkader — Fri, 05 Apr 2024 16:34:34 +0000

How Plans Can Achieve 5-Star Ratings During the 2024 CMS Secret Shopper Period muna.abdulkader Fri, 04/05/2024 - 12:34

Blog

With the Centers for Medicare and Medicaid Services (CMS) secret shopper period now in full swing, plans can review and adjust their current workflows based on the calls that have come in over the last several weeks. The goal of this period is to evaluate Medicare plan performance and accessibility, emphasizing call response times, clarity of information shared, and intervention times, such as connecting callers with an interpreter. To this end, a key facet of success within this season is ensuring interpreter services are hitting key SLAs, which includes answering the first three questions correctly and promptly connecting the caller with an interpreter within 60 seconds.

Having serviced Medicare Advantage plans for over 20 years, we have collected and analyzed language-specific data to facilitate informed decision-making when preparing call centers for CMS monitoring activities. In turn, plans can leverage these insights to predict their language demographics and implement a successful language services strategy throughout June. As part of this strategy, plans should:

Prepare for Prompt Response Times

Most inbound language calls during the CMS secret shopper period occur in the afternoon and evening hours. In fact, many of the calls are received within the final 60 minutes of the business day. To stay ahead of the curve, teams should partner with a language services vendor with an intricate understanding of operational considerations, such as adjusting interpreter schedules and offering additional hours to subject matter expert interpreters. These additional measures help ensure coverage across all major beneficiary languages during the late afternoon and evening hours, maximizing chances of success.

Provide Interpreters with the Questions

As part of a robust training program, plans should aim to provide their language service provider with a list of the new questions CMS has asked thus far. This can be shared with the interpreters to ensure they are educated on how to answer each question quickly and effectively. In most instances, plans will send a list of new questions once they are received, enabling interpreters to preemptively review and prepare answers in advance of the call. Plans should also open a feedback loop with interpreters to collect data on their experience with specific questions or highlight challenges that arose during the call. Based on this, training materials can be adapted and improved to mitigate future risks or delays in handling inbound calls.

Conduct a Data-Based Call Volume Assessment

From a language mix perspective, plans can collate call data received from plans being serviced in all 50 states and US territories. Based on this collation, call centers will be able to prioritize languages with high demand while also providing critical insight into the distribution of languages and call volume trends across beneficiary bases. This enables call centers to anticipate the demand for specific language pairs and ensure adequate interpreter staffing. Currently, the volume of inbound calls can be broken down into the order below:

Spanish	67.10%
Mandarin	9.69%
Cantonese	7.67%
Vietnamese	6.76%
French	4.54%
Tagalog	4.24%

Struggling to achieve success in CMS call center monitoring? Guarantee compliance, five-star ratings, and ensure your beneficiaries receive the highest quality of call center support by leveraging CMS priority lines designed to service your secret shopper calls.

Our subject matter experts are ready to assist in building a robust language services program. Enhance beneficiary engagement by 15% and seamlessly navigate the CMS call center requirements by connecting with us. Reach out to healthcare@transperfect.com to get started.

Jack Meere

Senior Director, Business Development

Healthcare

Navigating the Changes: CMS 2024 Final Rule and its Impact on Translation and Alternative Format Requirements

muna.abdulkader — Thu, 18 Jan 2024 14:00:01 +0000

Navigating the Changes: CMS 2024 Final Rule and its Impact on Translation and Alternative Format Requirements muna.abdulkader Thu, 01/18/2024 - 09:00

Blog

Introduction

The Centers for Medicare and Medicaid (CMS) have introduced changes that are posited to have a direct influence on how healthcare information is communicated and distributed to diverse populations, including those with limited English proficiency (LEP.). These rules were established to promote more equitable care for members – regardless of their preferred language.

The 2024 Final Rule, which came into effect January 1, 2024, revises various aspects of Medicare Advantage Part C and D plans, with particular impact felt in Marketing and Communications, Star Ratings Programs, and Provider Directories. Keeping abreast of these revisions is key to remaining compliant with CMS guidelines and broader regulatory requirements, while also providing organizations with an opportunity to make operational adjustments without impacting on quality or timelines.

CMS 2024 Final Rule Overview

Within the terms of the Final Rule is a set of comprehensive changes designed to enhance the quality and accessibility of health plans and coverage within the Medicare programs. As of 2021, the total population of individuals with LEP in the United States stands at 25.7 million, accounting for 8% of the population. As this figure continues to climb, the importance of linguistic diversity in coverage materials cannot be understated. Evidence illustrates that subpar communication is intrinsically linked to knowledge gaps and inadequate coverage relative to individual health needs, directly contributing to disproportionately poor health outcomes.

The revisions to existing guidance places emphasis on bridging these gaps through bolstered multilingual communication and marketing efforts. Namely, the Final Rule introduces several key changes to translation requirements to enforce standards of health equity, while also protecting existing and prospective beneficiaries from ambiguous or confusing marketing materials. Furthermore, it expands guidance to implement culturally competent service offerings that address the unique challenges of under-resourced communities, e.g., those living in rural or otherwise deprived communities.

Key Changes to Translation Requirements

Expanded Language Access Requirements: As outlined, a key component of the Final Rule is emphasis on the importance of clear, unambiguous, and accurate communication to all individuals. Furthermore, the rule reinforces the mandate of fulfilling translation requirements where a language is spoken by at least 5% of the population that a plan services.
Qualified Interpreters and Translation Services: Within the expansion of language services, the rule underscores the value of using qualified, subject matter expert interpreters to facilitate streamlined, accurate, culturally competent communication. Providers will therefore need to implement strategies to identify language needs within their service areas and ensure appropriate resourcing to manage translation and interpretation demand.
Cultural Competency Training: To further optimize communication with linguistically and culturally diverse beneficiaries, the CMS encourages organizations to facilitate continuous, comprehensive cultural competency training among their staff. In doing so, participating providers can assure improved understanding and sensitivity to the cultural nuances of the communities they serve, thereby proactively mitigating knowledge gaps and fostering trust between providers and their communities.

Key Changes to Alternative Format Requirements

Accessibility Standards Compliance: The Final Rule addresses the importance of accessibility in the development and distribution of coverage communications. Beneficiaries with disabilities should have equitable access to plan materials, upholding and ensuring compliance with accessibility standards across paper and digital formats, such as WCAG 2.0. This includes rendering documents and websites accessible to those with visual or cognitive impairments, and providing additional accessibility supports where needed.
Timely Provision of Alternative Formats: As part of a broader initiative to bolster accessibility in Medicare materials, the provision of alternative formats is obligatory. In other words, providers should provide beneficiaries with disabilities information in appropriate alternative formats in a timely manner. This includes formats such as large print, Braille, electronic formats compatible with screen readers, and audio recordings.
Accessibility Features in Electronic Health Records (EHRs): Elevated accessibility standards extends to the integration of accessibility features in EHRs and facilitating the seamless provision of information in alternative formats. This is indicative of broader progress towards ensuring that individuals with disabilities can independently and seamlessly access their health information.

Implications for Healthcare Providers

Investment in Language Services: Providers should assess their capacity to align with the expectations outlined in the Final Rule, with considerations for any additional investment into language services, including qualified interpreters and translation services. A comprehensive review of beneficiary language demographics against specific guidelines, such as the 5% language threshold, should be conducted to meet expanded language access requirements. This may entail closer collaboration with language service providers, or the development of in-house language access programs.
Technology Integration for Accessibility: Organizations should evaluate, and upgrade where necessary, their technological infrastructure to ensure that electronic modalities and communications, including websites and EHRs, are designed in alignment with accessibility requirements and guidelines. This may involve working with IT professionals to implement features such as text-to-speech functionality, and enhanced compatibility with assistive technologies.
Training and Education Initiatives: In compliance with cultural competency and accessibility standards as outlined by CMS, providers should prioritize training and education initiatives for their staff. This includes extensive continuous accessibility standards education and training programs focused on effective communication with diverse populations. They should also ensure that personnel are familiarized in the use of accessibility features in technology.

Conclusion

The CMS 2024 Final Rule represents a significant step forward in enhancing language access and communication for diverse populations within the healthcare system. By addressing translation and alternative format requirements, the rule aims to improve the overall quality of care and accessibility of information. Healthcare providers must proactively adapt to these changes, investing in language services, upgrading technology, and prioritizing training initiatives to ensure compliance and, more importantly, to provide equitable and inclusive healthcare services for all.

Keep up to date with shifting CMS guidance and ensure your members have access to critical information about their coverage in any language in 2024 and beyond. Since the effective date for the new regulations, ��ɫ translates over 1,000 member letters per day – most requiring same-day or next day delivery. Chat to our team today to learn how we can assist with your language preference initiatives.

Erin Marino, Senior Director

emarino@transperfect.com

614.747.3746

Jack Meere, Senior Director

jmeere@transperfect.com

By Erin Marino & Jack Meere

Senior Directors, Strategic Accounts/Business Development

Life Sciences

Healthcare

Breaking Barriers to Open Enrollment: Addressing Accessibility Challenges for Beneficiaries with Disabilities and Language Barriers

muna.abdulkader — Fri, 14 Jul 2023 18:32:24 +0000

Breaking Barriers to Open Enrollment: Addressing Accessibility Challenges for Beneficiaries with Disabilities and Language Barriers muna.abdulkader Fri, 07/14/2023 - 14:32

Blog

The window to prepare for the open enrollment period is closing, with the October 15 deadline already on the horizon.

With one in four adults in the US reporting to have some sort of disability, it is crucial to address the challenges they may face when making decisions about their healthcare coverage. A significant portion of the population report obstacles stemming from disabilities or limited English proficiency during the enrollment process. To foster a fair and inclusive healthcare environment, it is vital to ensure that all individuals, regardless of their ability, are afforded equal access to critical healthcare information. Let’s identify and address some potential gaps that may complicate a beneficiary’s ability to access details about their health plan throughout the open enrollment period.

Understanding the Challenges:

Those with disabilities face several obstacles during the annual enrollment period. Visual impairments can pose challenges, such as limitations in reading fine print, or the absence of braille options. Cognitive impairments may negatively impact a beneficiary’s understanding of complex healthcare information while physical disabilities can make completing paper forms difficult. These can be further compounded in cases where a beneficiary has limited English proficiency, making it imperative to address accessibility and translation requirements for all open enrollment plan materials to ensure inclusivity and equal access to information.

Regulatory Compliance and Penalties:

Regulatory frameworks have been established to ensure health plans are facilitating equitable access to this information, including Centers for Medicare and Medicaid Services (CMS) guidelines and Section 508/Web Content Accessibility Guidelines (WCAG).

While specific guidelines may evolve, the CMS continues to emphasize the importance of making health plan information accessible to individuals with disabilities and those with limited English proficiency. Their guidelines are laid out to ensure health plan information is provided in accessible formats, allowing individuals with disabilities to fully understand their coverage options. These guidelines align closely with the Web Content Accessibility Guidelines developed by the World Wide Web Consortium (W3C). Compliance with these standards ensures that digital content, including websites and online documentation, is accessible to all, including those with disabilities.

Key aspects of CMS guidelines include:

Alternate Formats: Health plans are required to offer information in accessible formats, such as large print, braille, and audio recordings, to facilitate individuals with visual/auditory/cognitive impairments or other disabilities that may impact reading or comprehension.
Auxiliary Aids and Services: Providers must provide auxiliary aids and services to assist individuals with disabilities in accessing and understanding plan information. This may include interpreters, translation services, and accessible technology options, such as specially designed applications, devices, and digital platforms.
Training and Compliance: CMS guidelines highlight the importance of training staff members to communicate effectively with individuals who have disabilities or limited English proficiency. Programs may include online modules, in-person training sessions, or a combination of both. CMS provides resources and materials to assist health plans when developing accessibility training for staff, ensuring they are adequately equipped to support all beneficiaries during the open enrollment period, regardless of ability.

Bridging Accessibility Gaps & Expanding Options for Member Engagement:

Health plans are encouraged to proactively identify and bridge accessibility gaps as early as possible when preparing for open enrollment season. The first step is partnering with an experienced vendor to assess accessibility options against regulatory guidelines and highlight areas of opportunity for improvement. For example, a plan that is already providing large-print materials, braille options, audio recordings, etc. may notice gaps in staff training and ability to handle inquiries from disabled or limited English proficient beneficiaries sensitively and effectively. Once the issue has been ascertained, plans can take steps to ensure holistic accessibility options are available throughout all mechanisms of the enrollment process.

As a result, health plans are in a stronger position to enhance member engagement and drive enrollment numbers. Accessible formats, such as large-print materials, audio descriptions, and multilingual translations, enable prospective beneficiaries to understand their coverage options and make informed decisions. This inclusive approach also fosters trust, improves communication, and strengthens the relationship between health plans and beneficiaries.

Conclusion:

Between now and the October 15 deadline, health plans should seek to prioritize accessibility in their plan materials and documentation. Recognizing and bridging accessibility gaps in adherence with CMS guidelines and Section 508/WCAG requirements can drive member engagement and mitigate potential compliance risks. Partnering with a trusted vendor to create and implement a robust accessibility framework for the open enrollment period ensures a seamless experience for beneficiaries, empowering them to make the best decisions about their coverage options.

The reliable partner can ensure compliance with regulatory standards, provide expertise in accommodating beneficiaries with disabilities, and offer scalable solutions to remediate plan materials in a timely, accurate manner.

��ɫ is trusted by leading health plans in the US to manage their remediation and translation efforts throughout the open enrollment season, and throughout the year. Reach out today to learn more about our accessibility solutions designed with health plans and their beneficiaries in mind.

Jack Meere

Senior Director TPT

Life Sciences

Healthcare

Best Practices with Member Marketing Materials for Annual Enrollment Period

kliniger — Wed, 03 Aug 2022 18:41:45 +0000

Best Practices with Member Marketing Materials for Annual Enrollment Period kliniger Wed, 08/03/2022 - 14:41

Blog

In our most recent webinar “Best Practices with Member Marketing Materials,” Jill Pepe, Healthcare Consultant and industry veteran at BluePeak Advisors, shared key insights and best practices for creating compliant, effective marketing materials for multilingual members. The discussion centers around the updated rules and regulations outlined by the Centers for Medicare and Medicaid (CMS) and key findings to help health plan teams develop marketing materials that set them and their members up for success.

In this recap, we will cover several key takeaways from both a regulatory and marketing perspective, ranging from compliance with the ADA to the new multilingual package insert requirements.

Prioritize Accessibility

Health plans should carefully consider their membership demographics, and how specific health and socioeconomic circumstances impact accessibility to health plan information. For example, out of 100 million beneficiaries, many have some form of disability and 76% of those individuals with disabilities are unemployed or underemployed. This illustrates the necessity for providing accessible information about plans and coverage and facilitating additional accessibility requirements, such as providing braille or large-text formats.

Consider Beneficiaries’ Language(s)

Guidance from the CMS requires health plan companies (?) to incorporate considerations for how they are accommodating their multilingual beneficiaries. According to the CMS, where more than 10% of the population in a covered region speaks a language other than English, health plans must provide accurate, high-quality translated materials. The purpose of these guidelines is to enforce equitable health plan information access, ensuring the information available is fair, non-discriminatory, consistent, accurate, and comprehensive across languages.

Therefore, it is critical that health plans work with trusted, experienced translation vendors to develop optimized workflows to manage large translation volumes without sacrificing quality or accuracy.

Approach Model Documents

In relation to model documents provided by the CMS, several examples indicate the language that is considered variable and those that are required. Using samples, such as the Evidence of Coverage (EOC) our webinar walks viewers through options for updating materials vs rebuilding them, manually creating them vs leveraging software, and what sections have indicators of including optional language. Health plans should also understand how translation and remediation processes and reviews need to be built into the overall filing timelines with the CMS to avoid compliance issues or member miscommunications.

Conduct a Quality Review

Developing a sound quality review strategy is critical to avoiding errors in your documents. As a best practice, your review strategy should:

Create an outline of what needs to be reviewed
Identify the reviewers based on different levels required
Gather all source materials
Create a checklist
Develop a timeline

Content that requires a review typically includes the language used, contact information (internal, external and state agencies), benefits (required, supplemental or excluded), and disclaimers (required and internal). Conducting an assessment of the content enables the end-member to receive comprehensive, accurate information.

To ensure no components of the review process are lost, it is beneficial to develop a checklist consisting of:

Section or chapter outline
Cross reference to source materials and requirements
Crosswalk benefits in the Plan Benefit Package (PBP) to materials
Ensuring brackets and carets are removed before print
Assess against internal brand standards

Additionally, reviewers should have access to this checklist as well as all source materials, such as guidelines, contact information, benefit grids, and templates.

Conclusion

With Medicare Annual Enrollment Period (AEP) season rapidly approaching, there is no better time to refine your strategies for connecting with members through accurate, accessible, and multilingual marketing materials. To learn more about these considerations and to hear expert insights into preparing your teams accordingly, access the full webinar here.

For additional questions about health plan marketing, or to get in touch with ��ɫ to discover how we support leading health plan companies empower their beneficiaries by developing accurate, compliant health plan marketing materials, please reach out to healthcare@transperfect.com.

By ��ɫ

Global Business

Healthcare

Best Practices with Member Marketing Materials

kliniger — Tue, 12 Jul 2022 19:52:09 +0000

Best Practices with Member Marketing Materials kliniger Tue, 07/12/2022 - 15:52

Webinars

Synopsis

With rapidly evolving guidelines, it can be tricky to keep up with Medicare marketing requirements and ensure your marketing is resonating with your multilingual members.

In this webinar, industry expert Jill Pepe, Health Plan Services Consultant at BluePeak Advisors provides insights and best practices that set you up for success when creating member marketing materials. She will also discuss key questions like:

How familiar are your teams with the recent Medicare Communications and Marketing Guidelines?
Are your Plan Benefit Package draft marketing materials compliant with evolving regulatory requirements?
How well do you know your stakeholders, and are you leveraging that partnership to your advantage through collaboration?

We will outline robust, multi-layered training plans for your teams to develop a streamlined marketing material creation and substantial quality review process from first draft, to the testing phase.

About Jill Pepe

Jill Pepe is a Health Plan Services Consultant with BluePeak Advisors, a division of Gallagher Benefit Services, Inc. Jill is a healthcare professional with over 13 years’ experience in Medicare Advantage with expertise in customer service, product development, marketing, regulations, Part D formulary administration, and coverage determinations. Throughout her tenure, Jill has supported and participated in an array of projects including operational assessments, marketing material review, call center organization, and project management. She has also participated in numerous audits with her primary expertise in Formulary Administration (FA) and Part D Coverage Determinations, Appeals and Grievances (CDAG) and Online Provider Directory reviews for Medicare Advantage (MA-PD) plans.

Learn More

Enhance your members' experience and empower them to make the best decisions about their health with effective health plan communications from ��ɫ. Learn more about our healthcare solutions here.

Life Sciences

Healthcare