Blog Archives

Driving Impact: Evaluating ROI in Interpretation and Multilingual Messaging

Posted on April 15, 2026April 15, 2026 by Ximena Garcia

14 min read

Taking Language Access from Cost Center Requirement to Performance Driver

More than 25 million people in the U.S. struggle to communicate in English. If your organization serves them (and it almost certainly does), every misunderstanding is a missed payment, a lost customer, or a compliance risk hiding in plain sight.

And yet, most organizations still treat interpretation and translation as a cost to contain.

The smarter way to frame it is this:

What is the measurable ROI (return on investment) of language access?

When language services like interpretation, translation, and AI language services are woven into daily workflows, they stop being overhead and start pulling their weight. You’ll see less operational friction, higher revenue, and improved metrics across departments.

As a result, you’ll also see better service delivery, stronger compliance, higher productivity, and deeper client relationships.

At Language Services Associates (LSA), we’ve been doing this work every day for decades. Here’s what we’ve learned about how to measure and maximize the benefits of language access.

Where Language Services ROI Is Measured

Language services move the needle on metrics that matter, no matter the sector.

1. Contact Centers (Traditional Cost Centers)

Contact centers are tightly measured environments where even small inefficiencies add up fast. Health insurance member services, financial services support, utility assistance programs, telecom billing, government benefits — these are all high-volume environments where language barriers directly affect metrics like:

In fact, 75% of contact centers that added professional interpreter services saw at least one agent KPI improve. When an agent has to wait on hold to get an interpreter on the line, every extra second drives up handle time and drives down first-call resolution.

LSA helps organizations reduce these inefficiencies by delivering on-demand interpretation integrated directly into contact center environments, allowing agents to connect with professional interpreters instantly without leaving their workflow. Options include Over the Phone Interpretation via the LSA App, AI Interpretation for basic or routine conversations, Video Remote Interpretation for exchanges that rely on visual cues, additional features like Call Back and Reverse Call Flow, and, for health plan validation, LSA SmartCheck.

The payoff:

For a contact center handling thousands of multilingual calls a day, even shaving 30 seconds off average handle time adds up to massive savings across a year.

2. Revenue Protection & Customer Retention

Miscommunication costs real money.

Healthcare payers, insurance enrollment centers, financial institutions, telecom providers, utilities, and e-commerce companies all feel this acutely. Language barriers lead to lost customers, delayed payments, botched enrollments, and contract misunderstandings that end in service cancellations.

On the other hand, when people understand what they read or what they’re told, they act on it. Research shows 74% of consumers are more likely to repurchase when supported in their preferred language.

Organizations with better multilingual communication see higher:

For example, translated billing statements reduce confusion around payment obligations, and interpretation during enrollment helps people understand their benefits the first time.

LSA supports these interactions through real-time interpretation services and high-quality translation of customer-facing materials, so customers understand important information the first time.

3. Compliance & Risk Reduction

Language access isn’t optional in most regulated industries. And the penalties for getting it wrong keep getting steeper.

In the healthcare field, organizations adhere to guidelines set forth by the Centers for Medicare & Medicaid Services, the Joint Commission, HIPAA, and Section 1557 of the Affordable Care Act to ensure effective language access. Financial services firms are obligated to meet consumer protection regulations that mandate clear communication with a diverse clientele. Additionally, government entities must follow civil rights laws that guarantee services are accessible to individuals with limited English proficiency. Across all of these sectors, language access failures can create costly compliance risks.

ROI in this context is measured through:

LSA helps organizations strengthen compliance by providing professional interpreters, documented service usage, and integrated workflows for consistent access to language services across departments. Technologies like LSA SmartCheck, which verifies member eligibility in real time, help organizations confirm coverage status before an interpreter session begins.

4. Workforce Efficiency

Language access is not only about external communication. It also affects internal workforce productivity, particularly in industries like manufacturing, construction, logistics, hospitality, food production, and healthcare support services.

Organizations with multilingual employees often encounter communication challenges in areas such as safety training, HR onboarding, compliance documentation, operational procedures, and internal announcements.

Misunderstandings in safety instructions or training materials can result in operational errors, workplace accidents, and compliance issues.

LSA supports internal workforce communication through document translation, multilingual training materials, and interpretation services for meetings, safety briefings, and employee onboarding programs. Services like AI Video Translation & Dubbing provide a cost-effective way to create natural-sounding educational and training videos, recruitment materials, and visual announcements.

The result is more effective training, fewer operational errors, stronger safety compliance, and higher workforce engagement.

The ROI of Multilingual Messaging

Interpretation handles the live conversations, but what about everything else your organization puts in writing?

Translating documents like these is where a lot of hidden ROI lives, because it reduces operational friction

When customers receive clear communication in their preferred language, organizations see measurable improvements in response rates, digital engagement, payment timeliness, call deflection, and customer satisfaction.

Friction is expensive. Multilingual messaging removes it.

Why This Matters

With the rise of global and diverse populations, organizations in nearly every sector are beginning to understand that providing language access is more than a matter of compliance. It’s a strategic operational advantage.

Companies that invest in scalable interpretation and multilingual communication solutions gain a competitive edge through enhanced operational efficiency, stronger customer relationships, reduced regulatory risk, and broader market reach.

The difference between language services as a reactive expense and language services as a performance driver comes down to how well they’re integrated into the work people already do.

Where Organizations Leak ROI

Most organizations have language services. Fewer have made them easy to actually use, and the operational gaps are easy to miss because they don’t show up in one place.

Common challenges include:

Language services that don’t connect with your CRM or EHR systems
Manual eligibility validation before interpreter calls
Lack of usage visibility
Reactive rather than proactive language access planning
Inconsistent interpreter access across departments

None of these show up as a single line item. They bleed out across thousands of interactions every month, which makes them easy to ignore and expensive to leave alone.

How Organizations Leverage LSA for Better ROI

For over 35 years, LSA has been helping organizations implement language services directly into workflows. LSA’s full suite of solutions, high-level experience, and knowledgeable staff work with your team to create a customized language stack to fit your needs and provide easy access for your agents and customers.

So, what does this actually look like in practice?

Integrated Workflow Access

LSA integrates interpretation services directly into enterprise systems like Epic and Athenahealth, as well as contact center and CRM platforms through secure API connections.

This allows organizations to request interpreters instantly within existing workflows, reducing delays and documentation gaps.

SmartCheck Eligibility & Cost Controls

LSA’s, first of its kind, SmartCheck technology offers instant verification of interpretation eligibility and coverage, eliminating the need for phone calls and extensive database searches.

This helps organizations:

AI + Human Hybrid Models

For routine conversations, AI-powered interpretation handles the volume. When the situation gets more complex, agents can escalate to a human interpreter mid-call without starting over.

This hybrid approach helps organizations manage high interaction volumes without sacrificing quality.

Transparent Reporting & Analytics

LSA offers comprehensive reporting and analytics on demand via the LSA Client Portal, allowing organizations to track interpreter utilization, measure cost per interaction, identify operational trends, and optimize language access budgets.

When you can see the data, you can make the case. And that’s how language services move from a cost you tolerate to an investment you can measure.

Reframing Language Services as a Performance Lever

Language access matters for all the reasons you’d expect: equity, inclusion, and simply doing right by people. But it also matters because it directly affects your bottom line in terms of metrics like cost per interaction, revenue retention, regulatory compliance, workforce productivity, and customer experience.

The organizations getting real ROI from language services are the ones that stopped treating them as an afterthought.

If you’re trying to figure out what language services are actually costing you (or saving you), LSA can help you put real numbers to it.

Reach out today and let’s talk about how language services can improve your ROI.

From Insight to Impact: How Customer-Driven Leadership Transforms Organizations

Posted on April 1, 2026April 7, 2026 by Ximena Garcia

12 min read

Written by:

Lynn Dick

Chief Customer Officer at LSA

In every industry, one principle remains universal: customers want clarity, reliability, and a seamless experience. Whether you’re helping a patient understand their care plan, taking customer service calls in a cost center, or providing services to a multilingual community, the expectations remain the same. People want the service they’re paying for to be available when they need it, delivered efficiently, and handled with care.

As leaders, our job is to make sure that happens — consistently, sustainably, and at scale.

Over the course of my 26 years at Language Services Associates (LSA), I’ve seen firsthand how deeply a customer-first mindset can transform an organization. I started my career in an entry-level customer service position and progressively advanced to lead various teams. In 2019, I joined the Executive team as Vice President of Customer Success, and I currently serve as Chief Customer Officer. That journey, from the front line to the boardroom, has shaped how I lead today and how I advocate for the people who rely on us.

Start by Listening: Your Customers Will Tell You What They Need

The best insights come directly from those using your services. Early in my career, I learned more from customer phone calls than from any internal report. Their feedback, positive or otherwise, was honest, relevant, and actionable.

As organizations grow, it becomes easy for leaders to lose direct contact with customers. But a customer-first culture requires staying close to the people you serve.

This means:

You cannot champion customer needs if you aren’t regularly engaging with them.

Leadership Under Pressure: Lessons from the Pandemic

When I joined LSA’s Executive team in 2019, I was both excited and nervous — then the COVID-19 pandemic arrived. Practically overnight, we transitioned from a traditional in-person organization outside Philadelphia to one that was fully remote. It was a challenging shift, but also a transformative one.

Going remote expanded our ability to hire globally, ensured continuity during weather and regional events, and ultimately strengthened our ability to support customers 24/7/365. It taught me that customer-first leadership requires flexibility. Sometimes the best way to serve your customers is to reimagine how your organization operates.

Advocating for the Tools Your Teams and Customers Deserve

Customer-first leadership isn’t just about empathy. It’s about fighting for the resources that will improve outcomes for both customers and employees.

By 2021, it had become clear that outdated scheduling practices, like manually inputting data into Excel spreadsheets, were no longer sustainable for a 24/7, rapidly growing operation. Forecasting, staffing, and real-time adherence were becoming too complex. I advocated for a modern Workforce Management solution — a significant investment that required executive and board approval.

After a lengthy business case, the investment was approved. Implementation was complex and required extensive internal development, but the payoff was transformative. Since launching the tool in 2022, we’ve significantly improved staffing accuracy, forecasting, and service levels. This gave us the operational foundation we needed to scale dramatically in the years that followed.

Additionally in 2022, as part of preparing to implement the Workforce Management tool, we successfully integrated Skill-Based Routing into our call flows. This change ensured that client calls were directed to the most suitable resources available at that moment, matching agents’ skills with the specific needs of each call.

Initially, I faced some internal pushback, particularly from a colleague, who was hesitant to alter our existing call routing logic. However, I believed that Skill-Based Routing would significantly benefit our customers, so I persevered. I continued to advocate for this improvement, prioritizing our customers’ needs. Within a year, my efforts paid off, and the change was approved and implemented. It’s true that if at first you don’t succeed, you should try again. As Chief Customer Officers, it’s essential to withstand challenges and keep moving forward.

This initiative resulted in improved first-call resolution and increased customer satisfaction. The takeaway is clear: customer-focused leaders cannot afford to be passive. When there’s an opportunity to enhance the experience for all customers, persistence is key.

Building Customer-Centric Systems: The Power of Collaboration

More recently, we tackled long-outdated customer reports and a legacy client portal that no longer met modern expectations. Following LSA’s company-wide rebrand, we had the opportunity to build something better, something that aligned with the sophistication of our services.

Working cross-functionally, we developed a brand-new Client Portal, with a modern design and a more user-friendly interface.

The new LSA Client Portal began offering:

But the most important step wasn’t the design, it was inviting customers to be part of the testing process. Through a pilot program with top clients, we collected feedback, refined the experience, and launched a portal shaped directly by the people who would use it most.

The portal continues to evolve today based on ongoing insights from client-facing teams and customers themselves. That cycle — listen, build, test, improve — is the foundation of a customer-first enterprise.

“Inspect What You Expect,” Leadership That Scales

One of the greatest leadership lessons I’ve learned came from a former mentor: inspect what you expect. In other words, leaders don’t have to do everything themselves. However, they do have to stay connected enough to understand whether the operations, processes, and teams support the outcomes they expect.

This principle became especially important during a major organizational restructure. We transitioned from three product-based call center teams to five specialized contact center teams, including:

Inbound

Outbound

Learning & Development

Workforce Management

Interpreter Management

This redesign eliminated redundancies, improved efficiency, and reduced headcount through natural attrition — not layoffs. It also allowed our customer-facing teams to focus on what matters most: delivering exceptional support.

Additionally, we centralized client onboarding under a new Implementation team. This shift saved nearly 300 hours of staff time annually and reduced onboarding completion time by 60%, allowing our teams to spend more time supporting customers and less time managing administrative tasks.

Staying Connected: The True Responsibility of Customer-First Leaders

As Chief Customer Officers and senior leaders, we occupy a strategic position. We hear the customer’s voice, we understand front-line realities, and we have the influence to shape enterprise-wide decisions. The greatest mistake we can make is distancing ourselves from the people who rely on us, both internally and externally.

Customer-first leadership requires:

Talking to customers regularly
Spending time with front-line teams
Advocating for meaningful investments
Challenging outdated systems
Empowering staff with the tools they need
Inspecting what we expect
And continually asking, “How can we make this better?”

When organizations embed this mindset across teams, growth follows, because customer trust, value creation, and operational excellence become the natural outcomes.

The Challenge to Leaders

My challenge to every leader reading this is simple: stay connected. Stay curious. Stay committed. Talk to your customers. Talk to your teams. And don’t be afraid to advocate loudly and persistently for what will help them succeed.

Customer-first leadership is a mindset. One that drives growth, strengthens loyalty, and shapes organizations built to serve both people and purpose.

What Multilingual Audiences Notice That Organizations Often Miss

Posted on March 23, 2026March 30, 2026 by Ximena Garcia

11 min read

Your organization probably spends a lot of time deciding what to say to multilingual audiences.

How much time do you spend thinking about how those interactions make them feel?

The hard truth is that you can hire interpreters, provide translations, and adopt the latest language technology, but multilingual audiences may still feel confused or left out.

Why Might Your Diverse Audience Feel Excluded?

Simply providing language services is table stakes. What really matters is how they’re provided.

In real-world interactions, small details can make the difference between feeling supported or just tolerated when using another language. This has implications for how satisfied people who need these services are with your organization, how they talk about you to friends and family, and ultimately how loyal they are.

Language Services Associates (LSA) offers many methods for communicating with your multilingual audience. From traditional modalities like Over the Phone, Video Remote, and Onsite Interpretation, and Translation for the written word, to advanced AI solutions and additional language tools and add-ons, connecting with your customers and patients is easier than ever.

In this blog post, we share four key details that multilingual audiences notice, plus simple steps you can take to provide the best possible experience.

The Time It Takes to Get Assistance

A long hold, a confusing transfer, a pause while staff figure out what to do — multilingual audiences notice these moments instantly. Even when language services exist, that early friction can set the tone before the conversation ever gets going.

Organizations that offer quick and easy access to interpretation create a much more positive impression.

With LSA, you get quick access to interpreters in under 20 seconds!

When language access is integrated into workflows, staff can move with confidence. People who need language assistance can get help faster, with fewer disruptions — and feel more welcomed and valued as a result.

But to create this kind of experience, you need the right systems in place.

Workflow tools such as LSA’s Reverse Call Flow and Call Back features will help reduce hold times and eliminate uncertainty for staff, making interpreter connections feel effortless. And LSA’s compatibility with all major EHR systems, and availability in Epic, streamline experiences adding interpreter support and documentation directly into current workflows without switching platforms or adding distractions.

Whether Staff Feel Confident or Hesitant

People can tell when staff don’t know how to work with interpreters or use language tools; hesitation or awkward pauses can signal that language support is an afterthought.

Teams can deliver clearer, more respectful interactions when they are trained to:

Ongoing language-access training and consultation can make a measurable difference in how confident staff appear when communicating in multiple languages. LSA provides customization, training, reference guides, and tailored materials for different user groups.

Some of the materials we provide include:

These cards list account information and offer concise instructions on how to access services.

A comprehensive user guide explaining how to access and run reports in LSA’s secure online reporting portal.

A document to help callers set expectations and effectively work with telephone interpreters.

A visual aid listing the phrase “one moment please” and its phonetic pronunciation in common languages to facilitate communication.

A sign that enables non-English speakers to point to their language, so representatives know what language to request when contacting an interpreter.

Tailored materials designed to address specific client workflows and needs.

When Technology is Helpful for Multilingual Audiences — and When It Becomes a Barrier

AI and automation can improve the customer experience when implemented thoughtfully. However, if you’re deploying it for convenience or as a quick fix, your multilingual audiences will quickly perceive that.

While routine, low-risk interactions may benefit from AI-supported solutions, people still prefer human interaction when the topic is complex, emotional, or high-stakes. These conversations demand human judgment and cultural awareness that AI cannot provide. Organizations that establish clear guidelines regarding technology usage — rather than relying on a one-size-fits-all approach — build greater trust.

A well-rounded language access strategy ensures that technology is supportive rather than impersonal. LSA offers a variety of tools to provide comprehensive language support, including Over the Phone, Video Remote, and Onsite Interpretation, Translation, and more. Additionally, for low-risk or routine interactions, LSA features AI interpretation as part of our innovative AI suite. Other tools include AI Video Dubbing and AI Machine Translation+, which incorporate human oversight for enhanced accuracy. Our team of experts is always available to help you choose the most suitable modality for every situation.

Whether Language Access Is Routine or an Afterthought When Technology is Helpful — and When It Becomes a Barrier

Your multilingual audience can tell whether or not you’ve planned ahead to be able to meet their language access needs.

When requesting interpreters is straightforward, workflows are intuitive, and communication flows naturally, they know that you set up your systems with their needs in mind.

But the reverse is also true. If access seems disjointed or improvised, the people who need it may feel like an afterthought, and that impacts how connected they feel to your organization.

When you make language access a norm with integrated systems, consistent processes, and confident staff, you create experiences that naturally feel inclusive. And you earn loyalty, trust, and repeat engagement from the people you serve.

What This Means for Organizations

True multilingual engagement is formed through numerous small moments that together shape trust and satisfaction.

Organizations that only focus on coverage may overlook what is truly important. Those that emphasize experience — by selecting appropriate communication methods, integrating workflows, training staff, and thoughtfully utilizing technology — set a higher standard for how language access works. Over time, that standard shapes how people perceive your organization and whether they choose to return.

At LSA, we view language access as an integrated system that facilitates genuine conversations and meaningful outcomes, rather than merely a standalone service.

If your team aims to deliver a superior language access experience through interpretation, translation, and AI-driven solutions, we’re here to help.

Contact LSA and let’s get to work!

LSA SmartCheck: The First Real-Time Insurance Validation Tool

Posted on March 11, 2026March 12, 2026 by Ximena Garcia

11 min read

For health plans, communication access is essential — but so is cost control, compliance, and fraud prevention. Every year, interpretation services support millions of multilingual member interactions across care management, customer service, utilization management, and provider support teams. But many of those interactions require eligibility and coverage to be fully verified.

Language Services Associates (LSA) has created a solution: LSA SmartCheck

SmartCheck is the language industry’s first real-time interpretation eligibility and coverage validation tool designed to help plans verify coverage instantly before interpretation services begin. This results in tighter financial control, stronger compliance, and more efficient workflows for teams across your organization.

In an environment where the National Health Care Anti-Fraud Association estimates that 3–10% of healthcare spending is lost to fraud, waste, and abuse, SmartCheck gives health plans a new first line of defense. Instead of relying on manual checks, unnecessary phone calls, callbacks, and postaudit corrections, organizations can now validate member eligibility automatically and instantly at the point of access.

How Manual Validation Drives Hidden Interpretation Costs

Across the insurance ecosystem, small inefficiencies compound into major expense:

Interpreter sessions initiated before eligibility is confirmed
Agent time spent verifying coverage instead of supporting members
Back-and-forth between internal teams
Preventable billing disputes
Time spent correcting documentation
Fraudulent or unauthorized use of benefits

Each interaction may seem minor, but across hundreds or thousands of daily calls, they create measurable cost, wasted time, and compliance exposure.

SmartCheck eliminates those gaps.

By automating insurance validation in real time — before services begin — health plans gain a system-level safeguard against unnecessary spending and inconsistent workflows.

What SmartCheck Does

SmartCheck is a simple, streamlined, high-impact solution.

SmartCheck integrates directly into the interpreter request process and verifies member eligibility before a session begins.

Using the LSA App, or via a toll-free number, users simply enter a member ID. SmartCheck validates coverage instantly and allows the session to proceed only when eligibility is confirmed. In other words, a medical professional will enter their patient’s member ID, if SmartCheck confirms your health plan covers interpretation for the non-English speaker, the medical staff can request an LSA interpreter. If SmartCheck does not recognize the member ID, the medical staff will have to provide interpretation using their own provider.

This simple step prevents unnecessary phone calls, eliminates validation delays, and guarantees every interpretation interaction is properly authorized.

This results in more efficient workflows for agents, providers, and interpreters, as well as improved financial oversight.

How Health Plans Benefit

1. Control Interpreter Spend at the Source

Instead of reviewing invoices after the fact, SmartCheck prevents unnecessary charges from ever occurring.

2. Reduce Operational Overhead

Eligibility verification is automated, eliminating:

3. Improve Compliance and Audit Readiness

SmartCheck standardizes eligibility verification across all interactions. This means:

4. Reduce Fraud, Waste, and Abuse Risk

SmartCheck verifies every request instantly, preventing unauthorized interpretation usage before it begins.

5. Increase Team Productivity

Agents no longer lose minutes — or longer — verifying coverage.
Those reclaimed hours add up to a more efficient, more empowered workforce.

Who Should Use SmartCheck?

SmartCheck is designed for organizations that manage large volumes of multilingual member or patient interactions and need stronger oversight of interpretation utilization and spending.

It is especially valuable for:

Commercial health plans that want to control interpretation costs while ensuring compliant language access for members.

Plans supporting diverse populations where interpreter demand is high and verification workflows must be fast and consistent.

Organizations managing complex member services interactions and strict regulatory requirements around accessibility and documentation.

Administrators handling benefits on behalf of employers or government programs that need reliable eligibility verification before services are delivered.

Member services teams handling high call volumes where manual eligibility checks increase average handle time and operational costs.

Organizations coordinating care across multilingual populations where accurate coverage validation is essential.

For these organizations, SmartCheck transforms member validation from a reactive service into a controlled, verified, and auditable workflow.

Use Case: How an Insurance Payor Streamlined Costs & Strengthened Compliance with SmartCheck

Scenario

A regional health plan with 500,000 members supports large multilingual populations, especially across Medicaid and Medicare product lines. Historically, providers and internal teams need to go through the health plan to secure an interpreter

The Hidden Challenge

Across thousands of monthly interactions, the health plan regularly absorbed costs for:

The result? A growing portion of interpretation spend was unnecessary, unverified, or nonrecoverable.

Enter LSA SmartCheck.

How SmartCheck Transformed Their Workflow

Before implementing SmartCheck, the health plan estimated that 7–12% of monthly interpreter minutes were tied to avoidable or unverified interactions.

After implementation:

1. Automatic Eligibility Check Eliminated Immediate Waste

Calls now route through SmartCheck before any interpreter is added. Inactive or non-covered members are flagged instantly, preventing sessions from beginning.

2. Fraud Exposure Dropped Dramatically

Unauthorized use — especially repeat use by inactive or terminated members — decreased within the first 60 days.

3. Compliance & Audit Readiness Improved

SmartCheck created standardized, documented proof of eligibility for every interaction.
No more inconsistent validation across departments — the process became uniform and defensible.

4. Contact Center Productivity Improved

Agents saved hours weekly that were previously lost to:

5. Interpreter Spend Became Predictable & Controlled

By preventing unnecessary calls from ever starting, the health plan cut interpreter waste significantly — while reallocating internal time toward higher-value work.

Designed for the Realities of Health Plan Operations

SmartCheck is not just a validation tool — it is an enterprise solution designed to strengthen both operational performance and regulatory compliance across health plans of all sizes.

The Future of Interpretation Cost Control Starts at the Point of Access

Health plans can no longer rely on manual validation processes, delayed eligibility checks, or after-the-fact audits to manage interpretation costs.

The future of language access management starts before the session begins.

By validating coverage in real time, SmartCheck helps organizations:

Prevent unnecessary/non-approved interpreter spend
Strengthen regulatory compliance
Reduce fraud and misuse
Improve contact center productivity
Create defensible validation records for every interaction

For health plans seeking greater control over interpretation utilization while maintaining equitable language access, SmartCheck represents a smarter, more sustainable approach.

Learn how SmartCheck can help your organization control interpretation costs and strengthen compliance.

Visit SmartCheck: Insurance Member Verification | LSA

Or connect with the LSA team to explore how real-time validation fits into your existing workflow.

Go to this link to learn more.

Or connect with the LSA team to explore how real-time validation fits into your existing workflow.

Medicare Telehealth Flexibilities Extended Through 2027: What It Means for Providers and Language Access

Posted on February 27, 2026March 4, 2026 by Arnisa Xharra

6 min read

The future of CMS (the Centers for Medicare & Medicaid Services) telehealth services and coverage remains uncertain, leaving many healthcare organizations in a state of flux.

However, at Language Services Associates (LSA) we’ve been closely monitoring CMS updates, especially concerning Medicare telehealth coverage beyond the original deadline of January 31, 2026.

And we have some good news: key telehealth flexibilities have now been extended through December 31, 2027.

We are CMS experts. Our telehealth language solutions are built to integrate directly into clinical workflows across video, audio-only, and hybrid environments, helping organizations maintain compliance while improving patient experience.

LSA connects interpreters directly into EHR systems like Epic through secure API connections. LSA can also be found in the Epic Toolbox (not just the Epic Showroom), meeting Epic’s recommended standards for secure, reliable access to professional interpreters in hundreds of languages. This allows hospitals and health systems to request interpreters directly from their patient records system.

What Has Been Extended?

Under the updated CMS guidance:

Medicare patients may continue receiving non-behavioral/mental health telehealth services in their homes through December 31, 2027.

Geographic restrictions for originating sites remain lifted for non-behavioral/mental telehealth services through December 31, 2027.

Telehealth services can continue to be provided by all eligible Medicare providers through December 31, 2027.

Federally Qualified Health Centers (FQHCs) and Rural Health Clinics (RHCs) may serve as Medicare distant site providers for non-behavioral/mental telehealth services through December 31, 2027.

The requirement for an in-person visit within six months of an initial behavioral/mental telehealth service — and annually thereafter — is waived through December 31, 2027.

Non-behavioral/mental telehealth services may continue to be delivered using audio-only communication platforms through December 31, 2027. In certain cases, audio-only technology may also permanently qualify when patients cannot or do not consent to video.

What This Means for Healthcare Organizations

As telehealth continues to expand, so does the need for reliable, compliant interpretation and translation services within virtual environments.

Many Medicare beneficiaries rely on telehealth from home, and for patients with limited English proficiency (LEP), communication barriers can directly affect access, quality, and outcomes. The extension of audio-only services further underscores this need, as language access solutions must integrate smoothly across video, audio, and hybrid telehealth platforms.

Healthcare organizations must ensure:

Interpretation services are available in real time
Audio-only encounters remain compliant and accessible
Documentation aligns with CMS requirements
Language access workflows support both in-person and virtual care

Telehealth flexibility only works when communication is clear and understanding is prioritized.

LSA Delivers Telehealth Without Disruptions

For more than three decades, LSA has partnered with healthcare systems, payers, and provider networks to deliver interpretation and translation solutions that align with regulatory standards and evolving care models.

As Medicare telehealth flexibilities continue through 2027 and beyond, healthcare leaders have an opportunity to strengthen their virtual care infrastructure and language accessibility.

Telehealth is about making care accessible to every patient, in every language, wherever they are.

To learn more about LSA’s healthcare and telehealth services, reach out now!

Talking Tax Season: Language Access is a Must

Posted on February 23, 2026February 25, 2026 by Ximena Garcia

9 min read

How Professional Language Services Help Tax Preparers Effectively Serve Multilingual Clients Accurately and Compliantly

Tax season is an incredibly pivotal time for accounting firms, tax preparers, and financial service providers. With tight deadlines, complex regulations, and the necessity for impeccable accuracy, the pressure can be intense. For organizations that cater to multilingual communities, language barriers can transform an already challenging process into a significant operational and compliance risk.

Working language access into your day-to-day during tax season can be a highly critical business strategy. Professional interpretation and translation services help tax preparers communicate clearly, minimize errors, improve trust, and guarantee every client receives the same level of service, regardless of language.

Language Services Associates (LSA) has been providing language access to tax preparers for more than 35 years, helping its clients avoid common tax filing mistakes like errors in tax submissions, missed deadlines, incorrect deductions, non-compliance problems, and more.

In this post, we’ll explore the importance of language services during tax season and demonstrate how LSA supports tax professionals in meeting their multilingual communities’ needs.

Navigating Language Challenges in Tax Preparation

Tax preparation often involves delicate discussions and complex terminology. For your clients with limited English proficiency (LEP), miscommunications can lead to significant repercussions, including:

While depending on bilingual staff, family members, or ad-hoc solutions may seem practical, it can introduce significant risk, particularly when dealing with confidential financial information. This can cause serious errors for both you and your clients.

LSA provides carefully vetted interpreters with experience in tax preparation standards, laws, and terminology. Additionally, if you have bilingual staff on your team, LSA offers Language Assessments & Testing to confirm your staff’s qualifications for accurate interpretation in a professional tax setting.

Boosting Accuracy and Managing Risk with Language Services

Professional interpreters and translators are equipped to manage specialized financial and tax terminology while maintaining neutrality and confidentiality.

With LSA, tax preparers have access to:

This level of support helps you minimize risks and revisions, enhance customer accessibility, uphold privacy and consumer protection standards, and optimize financial processes during tax season.

Supporting Multilingual Clients at Every Touchpoint

Access to language remains essential even beyond scheduled appointments. Tax season can involve multiple client interactions, including:

LSA assists with all these touchpoints through our many services:

Over the Phone Interpretation (OPI) for quick questions and same-day support

Video Remote Interpretation (VRI) for more complex conversations or situations that require visual correspondence when being onsite is not an option

Onsite Interpretation (OSI) for in-office appointments requiring the exchange of sensitive information

Professional Translation and Localization Services (OSI) for tax documents, instructions, and client communications

With support offered in more than 300 languages, including uncommon dialects and American Sign Language, tax preparers can effectively assist diverse populations without delays.

Designed to Fit Tax Season Workflows

During peak filing periods, efficiency matters. LSA’s workflow-friendly tools help firms scale language access without slowing down operations:

These features allow firms to integrate language access into daily operations rather than treating it as an afterthought.

AI-Powered Language Solutions for High-Volume Needs

For organizations handling large volumes of written content or repetitive communications, LSA also offers AI-enabled solutions, including:

AI Machine Translation+ for faster turnaround on internal or low-risk documents

AI Interpretation for routine interactions that do not involve the exchange of sensitive information or complex terminology

AI Video Translation & Dubbing for running natural looking ads in the languages your communities speak

This flexible approach allows tax organizations to balance speed, cost, and accuracy based on the situation.

Building Trust in Multilingual Communities

Clear communication builds confidence. When clients fully comprehend their tax obligations, filings, and results in their preferred language, they are more inclined to

Language access goes beyond compliance; it’s about strengthening relationships and expanding reach in multilingual markets.

Preparing for This Tax Season — and the Next

Whether you represent a national tax brand, a regional accounting firm, or a small practice serving a diverse local community, professional language services can help you work smarter during tax season.

With decades of experience supporting regulated industries, LSA helps tax preparers deliver accurate, equitable, and efficient service during the peak season and beyond.

Looking to support multilingual clients this tax season?

LSA offers flexible interpretation, translation, and AI-powered language solutions designed to meet the demands of tax professionals.

Get in touch today to learn more about our services and deliver equitable services to your diverse language communities!

Why Interpreter Gender Choice Matters in Healthcare Language Access

Posted on February 19, 2026February 24, 2026 by Ximena Garcia

9 min read

A healthcare interpreter’s job is to break down communication barriers. But sometimes, the biggest obstacle isn’t language at all. It’s who’s in the room.

Conversations about language access often focus on availability, speed, and accuracy. All important. But in real clinical settings, patients don’t always feel comfortable speaking openly to just anyone. That’s especially true for sensitive or personal topics. In these conversations, the interpreter’s gender can determine whether a patient speaks freely or holds back. For patients with limited English proficiency, that can mean staying silent about critical details.

That’s why the ability to request an interpreter of a specific gender is a critical component of patient-centered, equitable care.

Language Services Associates (LSA) makes this easy, like we always have. We provide workflow-compatible tools and technology that allow your staff to use and customize language solutions seamlessly within different systems and processes.

In this article, we’ll explore why interpreter gender choice matters and how healthcare organizations can support it in a way that aligns with clinical workflows and operational realities.

Why Interpreter Gender Choice is Important

Discussions about healthcare frequently touch on deeply personal subjects like reproductive health, sexual health, mental health, trauma, domestic violence, and end-of-life decisions.

These are difficult conversations in any language.

For patients with limited English proficiency (LEP), they are especially challenging. When someone else must speak on your behalf, you’re already in a vulnerable position. Add cultural expectations around gender, and the situation becomes even more complex. This tension can affect diagnosis, treatment decisions, and overall outcomes.

In many cultures, discussing intimate or sensitive issues with someone of a different gender is uncomfortable — or simply not done. A patient might hesitate to address certain topics entirely or skip over details unless their interpreter is of the same gender. This is especially true in discussions that involve:

And in healthcare, these details matter.

When patients can request an interpreter of a specific gender, it signals respect. It tells them their comfort and dignity are part of the care experience. That fosters trust, which leads to more honest communication, better understanding, and greater engagement in care.

The Impact of Gender Preference in Clinical Settings

Interpreter gender preference doesn’t just influence comfort in the moment. It affects several core areas healthcare organizations already prioritize.

Clinical Accuracy

When patients hesitate or withhold details, even unintentionally, clinicians may be working with incomplete information. In sensitive cases, small omissions can shape diagnostic decisions, treatment plans, and follow-up care.

Compliance and Risk

Regulations such as Title VI require meaningful language access. That standard goes beyond simply providing an interpreter — it requires communication that allows patients and providers to understand one another fully.

If a patient feels unable to speak openly due to discomfort related to gender, meaningful access may technically be present but functionally limited. That gap can increase risk exposure and complicate documentation, consent, and outcomes.

Equity in Practice

Health equity initiatives aim to reduce disparities in care and outcomes across populations. Language access plays a central role in that effort.

If certain patients are less likely to disclose critical information because their preference for an interpreter of the same gender isn’t supported, that can lead to greater disparities in outcomes, even though the staff is doing their best.

Supporting gender preference helps ensure that language access is not only available, but equally effective across different cultural communities.

Patient Autonomy and Dignity

Acknowledging interpreter gender preferences is fundamentally about respecting patient autonomy and dignity.

Healthcare systems are increasingly emphasizing patient-centered care, shared decision-making, and health equity. Language access should align with these principles. Allowing patients a say in how communication occurs, particularly when addressing sensitive issues, reinforces their role as active participants in their care rather than passive recipients.

When patients feel respected, they are more likely to:

How LSA Supports Interpreter Gender Preference Operationally

LSA accommodates interpreter gender preferences through a variety of modalities and by leveraging our expert network of interpreters and workflow-compatible technology. With services available in more than 300 languages, including American Sign Language (ASL), LSA’s carefully vetted network of 7000+ professional interpreters allows healthcare providers to meet gender requests without question.

Operationally, interpreter gender preferences can be supported through:

By embedding these capabilities into existing workflows, LSA helps organizations respect patient preferences without slowing care delivery.

Building a More Patient-Centered Language Access Program

An effective healthcare language access strategy involves more than basic coverage. It accounts for human factors that impact communication, trust, and understanding. And that requires the right infrastructure, experienced staff, and a carefully vetted interpreter network.

By working with a language services provider that supports interpreter gender selection alongside flexible modalities, secure workflows, and compliance safeguards, healthcare organizations can deliver language access that truly meets patients’ needs.

At LSA, we believe that effective communication encompasses more than just words, it’s about respect, dignity, and care.

Ready to provide equitable care for your patients without hesitation?

Contact LSA to discover how interpreter gender and other choices can impact your services, and how we can support you and your LEP community.

35 Years, One Mission: Celebrating LSA’s Remarkable Journey of Language Access Excellence

Posted on February 9, 2026February 9, 2026 by Ximena Garcia

7 min read

This year marks a special milestone: 35 years of connecting people through language. Since 1991, Language Services Associates (LSA) has grown from a small language services provider to a global leader in interpretation, translation, and cutting-edge language access solutions — all while staying true to one clear mission: breaking down language barriers to interpret and translate the world by providing industry leading linguists, state-of-the-art technology, and elite customer service so individuals and organizations can communicate with clarity, confidence, and care.

Let’s take a look back at some of the unforgettable moments that shaped LSA’s story so far.

Early Breakthroughs (1990s – Early 2000s)

LSA made waves early on with some key milestone contracts and recognition:

First Contracts with Federal Agencies, including work with Immigration and Naturalization Services and the Department of Justice, proving LSA’s capacity to deliver reliable interpreting services for high-stakes communication environments.

Recognition for Rapid Growth: By 1999, LSA was named one of the 100 Fastest-Growing Companies in America, signaling the company’s emerging leadership in language services.

In the early 2000s, LSA continued expanding its reach and services, adding language services for major institutions like the CDC and the Supreme Court of Virginia.

Growing Capabilities and Resilience (2008–2019)

As communication needs evolved, LSA evolved right alongside them:

Adapting in a Rapidly Changing World (2020–2025)

The 2020s brought even more transformation:

A Culture Worth Celebrating

It’s not just services and technology that make LSA remarkable — it’s the people.

For many years in a row now, LSA has been recognized as a Top Workplace by the Philadelphia Inquirer and USA Today, affirming a culture rooted in collaboration, openness, and respect.

When a company thrives through change — from expanding services to navigating global events, and from early federal contracts to AI innovation — it’s because the team behind it is passionate, resilient, and forward-thinking.

Looking Ahead — The Future Is Fluent

LSA’s story is far from finished. With new technology, broader language coverage, and a full suite of customizable interpretation and translation services, LSA continues to help organizations communicate across boundaries and build inclusive experiences for the people they serve.

Whether it’s helping a healthcare provider connect with a patient in their native language, supporting global events, or powering communication in hundreds of languages worldwide, LSA is still guided by one mission: connecting people through language — for the past 35 years and for many more to come.

Learn more about our milestones here.

LSA’s 2025: A Year of Growth, Innovation, & Expanded Language Access

Posted on December 29, 2025December 30, 2025 by Ximena Garcia

9 min read

2025 has been a year full of milestones for Language Services Associates (LSA). Across interpretation, translation, AI, technology enhancements, and strategic partnerships, we’ve continued advancing our mission: to make language access faster, more accurate, more reliable, and more inclusive for organizations and the people they serve.

Those advancements weren’t just milestones, they delivered tangible results for our clients:

Improved satisfaction and trust

Unified messaging across languages

Reduced miscommunication-related risks

Stronger brand reputation

Shortened appointment and interaction times

Deeper engagement with multilingual audiences

Ethical, compliant communication practices

Expanding Language Reach Across the Globe

This year, we significantly broadened our language capabilities.

These expansions support organizations in serving more communities, reducing communication barriers, and delivering inclusive interactions across industries, from healthcare to hospitality.

Languages

Over the phone, onsite, and scheduled video interpretation now support 300 languages.

Languages

0 +

On-demand video remote interpretation is available in 50+ languages.

Increased coverage for rare and in-demand dialects

We have increased coverage for rare and in-demand dialects across all modalities

Smarter Tools & Improved User Experience

Translate and dub videos into 70+ languages while preserving speaker voice, tone, and emotion — perfect for training, marketing, and educational content.

Fast, cost-effective document translation powered by AI with professional human review for accuracy.

Delivered through our strategic alliance with Lingolet, this real-time interpretation smoothly transitions between AI and human interpreters without interrupting workflows.

These innovations help organizations save time, reduce costs, and scale language support globally.

Reliability You Can Count On

Uptime

0 %

Language access matters most in crucial moments, and reliability is essential. In 2025, LSA maintained 99.9% uptime, making sure your language services were available when you needed them most with minimal technical disruptions.

Smarter Tools & Improved User Experience

LSA Client Portal updates allow users to schedule video interpretation, not just audio or onsite support.

The LSA App now features a multitasking feature, allowing clients to remain connected to interpreters while receiving notifications or navigating away from the app.

Enhanced interpretation call services, such as Reverse Call Flow and Call Back, streamline interactions and reduce wait times.

LSA’s Reverse Call Flow

This service allows limited-English proficient (LEP) patients or customers to connect with an interpreter before they reach your staff. When the non-English speaker calls in, they can select their language, and the call is routed directly to the correct interpreter. The interpreter then reaches out to your staff member, ready to begin the conversation. Save time, reduce costs, and give callers a more welcoming experience with our Reverse Call Flow add-on.

Scheduled Over the Phone Interpretation

While on-demand OPI can be a lifesaver, especially in an emergency, LSA also offers the option to schedule calls. For rarer languages or specific appointment times, scheduling a call with an interpreter can eliminate wait times and uncertainty about obtaining an interpreter for a language of lesser diffusion and provide a better patient or customer experience.

LSA’s Call Back Feature

Now, if an interpreter isn’t available when you call, you don’t have to wait on hold. Simply leave your information with a coordinator, and we’ll call you back as soon as we’ve connected with an interpreter. Less waiting. Less hassle. More support — when you need it.

Recognition & Strategic Partnerships

This year brought significant validation of our work and culture:

More Industries Covered

LSA’s services now reach more sectors than ever, including:

And we're not stopping here. If you don't see your industry listed, let’s talk — our solutions are as diverse as your clients.

Looking Ahead: More Languages, Technology, and Access

2025 has been a year of momentum. Through expanded services, innovative technologies, cultural recognition, and strategic growth, LSA continues to redefine language access for organizations and the communities they serve.

Thank you to our clients, interpreters, partners, and team members for being part of this meaningful journey! Together, we’re making every voice heard, no matter what language they speak.

Expand your impact — connect with the world in every language. Get in touch today.

Nine Ways Organizations Can Strengthen Multilingual Engagement in 2026

Posted on December 22, 2025January 8, 2026 by Ximena Garcia

17 min read

If your language access strategy hasn’t changed in the last few years, your team may struggle to keep up in 2026.

When language access is handled thoughtfully and consistently, organizations see tangible benefits across their operations. Partnering with a professional language services provider like LSA supports: