The Client is one of the largest health insurers in the US, delivering a comprehensive range of services. They offer medical, pharmaceutical, dental, behavioral health, long-term care, and disability plans to promote whole health.
Health Insurance Provider
LSA has been providing language services to this Client since 2005. The Client began to migrate more business to LSA in 2016, and by 2023, our support expanded significantly across multiple states, dozens of business units, and numerous service lines. LSA has worked with this Client to improve customer satisfaction and provide language support whenever and wherever needed. This partnership has dramatically improved the experience for members and providers, and increased agent satisfaction with over the phone interpretation, virtual appointments, and last-minute onsite interpretation emergencies.
During CMS’ (The Centers for Medicare & Medicaid Services) Call Center Monitoring season, the Client recognized key metrics indicated their current language support vendors could not meet the stringent requirements of connect times and quality, which could negatively impact call center monitoring performance scores. A poor rating is available to the public during enrollment season and determines the Quality Bonus Payments and Medicare Advantage rebate a plan receives. A negative star rating can affect funding and decrease enrollment. The potential of a negative star rating during the CMS Call Center Monitoring season could significantly impact the Client. The Client needed an experienced team with a clear strategy to step in and implement a plan to improve their call centers’ performance during the Accuracy & Accessibility Study.
Keeping up with Compliance
Open communication between the teams for full support.
CMS testing support from start to finish.
LSA provided the staff and expertise needed to meet complicated compliance requirements.
Improved CMS Star Rating.
Ensured compliance with all federal and state requirements.
24/7/365 support.
“CMS test season is always a time of added stress as we ensure that we meet the parameters necessary to maintain high star ratings. The language portion can be daunting as we need to meet strict connect times without compromising quality. Our previous vendors did not have a plan in place or interpreters who understood the importance of these calls. When we first met with LSA, it quickly became clear that they not only understood the components necessary to ensure CMS testing went smoothly, but they had a whole team dedicated to its success. LSA broke down their plan in detail and followed through with dedicated interpreters who had been fully prepared.
Since then, we have continued to successfully score high on the Accuracy & Accessibility portion of the testing, coordinating with LSA every year. Our leadership has been impressed with LSA’s ability to prepare, investigate, and fight for CMS star ratings. LSA’s compliance team always make themselves available to assist with any requests we have. From a 100-page audit to a simple question, the team is more accommodating than any team we’ve worked with before. Previously, we’ve met with a lot of pushback from compliance departments that didn’t have the bandwidth to ensure our requests were fulfilled. LSA continually offers support wherever it is needed.”
With over 30 years of experience, a network of thousands of qualified interpreters, and hundreds of languages available, we are the best interpretation and translation partner in the healthcare industry. Contact us today to learn how we can help you stay compliant and improve your CMS Star Rating.
