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What Multilingual Audiences Notice That Organizations Often Miss

Posted on by Ximena Garcia
11 min read

In This Blog Post

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:

  • Select the right interpreting modality for each situation
  • Brief interpreters effectively
  • Interact clearly and confidently through an interpreter

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:

  • Desktop Reference Cards

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

  • Client Portal Guide

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

  • Best Practices for Over the Phone Interpretation

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

  • One-Moment-Please Tool

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

  • Please Point Tool

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

  • Customized Quick Reference Guides

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.

Multilingual audiences

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 by Ximena Garcia
11 min read

In This Blog Post

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.

  • Manual checks
  • Time spent on unnecessary calls
  • Internal back-and-forth
  • Time-consuming audits

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: 

  • Manual checks
  • Time spent on unnecessary calls
  • Internal back-and-forth
  • Time-consuming audits

3. Improve Compliance and Audit Readiness

SmartCheck standardizes eligibility verification across all interactions. This means:

  • Less human error
  • Stronger documentation
  • Lower audit exposure
  • Clear and defensible validation trails

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: 

  • Health Insurance Payers

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

  • Medicaid Managed Care Organizations

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

  • Medicare Advantage Plans

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

  • Third-Party Administrators (TPAs)

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

  • Healthcare Contact Centers

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

  • Provider Networks and Care Management Programs

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:

  • Sessions booked for ineligible or inactive members
  • Misuse of benefits
  • Interpreter minutes spent on hold waiting for validation
  • Hours of staff time spent reconciling disputes

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

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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: 

  • Validation calls
  • Self-Auditing
  • Repeating manual processes
  • Filing dispute tickets

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 by Arnisa Xharra
6 min read

In This Blog Post

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:

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 by Ximena Garcia
9 min read

In This Blog Post

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: 

  • Incorrect filing status or deductions
  • Misreported income or credits
  • Missed deadlines or notices
  • Increased audit risk
  • Dissatisfaction and loss of trust in your services

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: 

  • Professional interpreters experienced in financial and compliance-driven conversations
  • Secure, HIPAA- and privacy-focused platforms that protect sensitive client information
  • Consistent and reliable communication that supports accurate filings and documentation

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: 

  • Intake and document review
  • In-person or virtual consultations
  • Explanation of tax obligations and outcomes
  • Follow-up communications and notices

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:

  • Fast connection times to avoid appointment delays
  • Scheduled services for pre-planned interpreted meetings
  • Call Back and Reverse Call Flow options to reduce hold times
  • Centralized client portal for visibility, reporting, and usage tracking

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 

  • Return year after year
  • Recommend your services to others
  • Feel assured and valued throughout the process

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. 

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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 by Ximena Garcia
9 min read

In This Blog Post

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: 

  • Gynecological or urological care
  • Pregnancy, childbirth, or postpartum support
  • Sexual assault or domestic violence
  • Mental health or trauma histories

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: 

  • Ask questions
  • Follow treatment plans
  • Return for follow-up care
  • Report concerns or symptoms accurately

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? 

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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 by Ximena Garcia
7 min read

In This Blog Post

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.

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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: 

  • During the pandemic, LSA’s remote work model and expanded video solutions made multilingual communication possible even when in-person meetings were limited.  
  • A brand refresh in 2023 streamlined the company’s look and introduced updated client tools like the LSA App and Client Portal.

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 by Ximena Garcia
9 min read

In This Blog Post

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

Languages
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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

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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:

  • New partnerships — such as our work with the Tampa Bay Sun and continued support for the Philadelphia Union — brought multilingual fans closer to already beloved teams.

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 by Ximena Garcia
17 min read

In This Blog Post

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:

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

From patients and customers to sports fans and community members, professional interpretation and translation solutions provide an experience that strengthens connection, confidence, and belonging.

Because language access now touches so many core outcomes, it can no longer be treated as a standalone service. 

In 2026, effectiveness depends not just on interpreters or translations, but on how those services fit into daily workflows, technology systems, and compliance requirements. 

Drawing on LSA’s latest innovations and decades of experience, here are nine ways organizations can better engage with multilingual communities, and how LSA can help.

1. Improve Communication and Reduce Risk by Choosing the Right Interpreting Mode

Not every interaction needs the same interpreting setup. A routine customer service call may work well over the phone, while a legal proceeding or medical appointment often requires video or in-person interpreting to capture visual cues, tone, and context. Choosing the right interpreting mode helps organizations communicate more clearly and reduces risk in every situation.

LSA offers a full spectrum of interpreting services including Over the Phone (OPI), Video Remote Interpretation (VRI), scheduled phone or video sessions, AI Interpretation, onsite interpreters for in-person meetings, and more. With coverage in 300 languages, including rare dialects and American Sign Language (ASL), this flexibility means you always have access to competent professionals when and where you need them most.  

By giving teams the ability to choose the correct modality for each interaction, organizations can better provide clear, accurate communication for any situation. 

2. Combine AI and Human Interpreters to Meet Demand Without Compromising Quality 

Demand for language access is growing faster than many organizations can staff for with human interpreters alone. At the same time, not every interaction carries the same level of risk or complexity, and AI cannot fully replace the judgment and cultural understanding human interpreters provide. Companies that fail to recognize this will find themselves at a disadvantage.  

That’s why the future of language access lies in the collaboration between humans and AI. By combining AI interpretation with human interpreters, organizations can meet high-volume, lower-risk needs quickly while reserving human expertise for conversations that require nuance, judgment, and cultural understanding — without compromising overall quality. 

At LSA, we have crafted our solutions to harness the strengths of both. Our AI interpretation technology delivers rapid, scalable, and convenient services, while our skilled interpreters provide high-quality cultural insight and ethical integrity. 

With our approach:

AI interpretation caters to urgent, low-risk requirements.

Human interpreters support complex or high-stakes conversations.

This hybrid model improves efficiency, standards of care, service, and trust across industries.  

3. Remove Friction by Building Language Access into Daily Workflows 

In fast-paced environments, staff don’t have time to search for language services or switch between systems. If requesting an interpreter takes too many steps, language access becomes an obstacle instead of support.  

By building interpretation and translation directly into the workflows teams already use, your organization can remove friction and make multilingual communication easier to deliver consistently. 

Some examples of this include:

Integrating interpreters within electronic health record (EHR) systems such as Epic

LSA integrates 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. 

Incorporating language preference options into customer or patient profiles

Automating notifications and reminders in multiple languages

Other workflow-enhancing tools, like LSA Reverse Call Flow, Smart Check, and our Call Back feature, customize how calls and interpretation requests are routed to minimize wait time and improve efficiency.  

When language access is built into daily workflows, staff are more inclined to use it, leading to a consistent and equitable experience for clients.

4. Extend Reach and Engagement by Making Video and Audio Content Multilingual 

Video now plays a central role in how organizations communicate with their audiences. Multilingual audiences expect access to it as well, but language barriers can limit their engagement.   

Solutions like LSA’s AI Video Dubbing make it easier to create accessible content on a large scale. 

Organizations can use multilingual video for: 

Patient or customer education

Training and onboarding

Public-facing communications

Social media and short-form content

For decades, subtitles and voiceovers have been the go-to methods for making video content accessible to multilingual audiences. Nevertheless, they have their drawbacks. Subtitles split the viewer’s focus between reading text and watching the video. Voiceovers can sound inauthentic and lack the speaker’s original emotional nuances. Conventional dubbing can be costly and labor-intensive, necessitating detailed manual synchronization.

LSA’s AI Video Translation & Dubbing uses cutting-edge AI technology to clone the speaker’s voice, sync lip movements, and deliver an authentic viewing experience in the target language.

5. Translate High-Volume Content Faster and More Cost-Effectively with LSA AI Machine Translation+ 

Many organizations produce large volumes of content that need to be translated quickly: websites, forms, educational materials, marketing content, etc. Translating these materials manually can be costly and time consuming.  

But for low-risk content that has little legal bearing or specialized terminology, LSA AI Machine Translation+ combines advanced AI translation with human editing for accuracy and consistency. 

It’s ideal for: 

Websites

Knowledge bases

User instructions

Educational materials

Internal documentation

Combining machine translation with human review offers a faster, more cost-effective way to translate high-volume content for multilingual audiences. 

6. Prepare for Changing Community Needs by Supporting Rare and Less Common Languages 

As communities evolve, language needs extend beyond the most commonly spoken languages. Popular languages are often served, but rare dialects and under-represented languages can sometimes be harder to accommodate. Supporting a broader range of languages helps organizations meet changing community needs and provide more equitable access for everyone they serve. 

LSA’s expanded coverage in over 300 languages, including rare dialects, makes it so that organizations can offer better service to all clients, patients, or customers, not just those speaking common languages.

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This enables organizations to uphold equity and inclusion, ensuring no one is left behind due to language barriers. 

7. Safeguard Data and Maintain Compliance with Secure Language Services

Language services often involve sensitive personal, medical, or educational information. With the rapid rise of AI language tools, protecting that information has become a top priority. Without proper safeguards, interpretation and translation can introduce privacy and compliance risks. 

Organizations should evaluate: 

Whether their AI interpretation and translation tools are secure

How data is stored, anonymized, or deleted

Compliance with HIPAA, FERPA, and industry standards

Whether their language provider uses SOC 2–compliant systems

LSA supports industry standards through secure systems, SOC-2 compliance, and rigorous interpreter and translation protocols that align with regulations such as HIPAA, FERPA, and other data-privacy requirements.  

This keeps multilingual services secure, ethical, and compliant — whether delivered through interpreting, translation, or website localization. 

Strong governance builds trust and reduces risk. 

8. Increase Adoption and Effectiveness Through Language Access Training 

Successful multilingual engagement depends on high-quality interpreters and translation tools. But if you don’t have staff who understand when, how, and why to use them, then they don’t provide much of anything at all. 

Organizations see higher adoption and better outcomes when staff are trained  in the effective use of interpreters, language tools, when to use each modality, and clear communication practices.

LSA supports these efforts with consultation, training, and ongoing support, which are especially useful for sectors like healthcare, education, legal, and public service.

9. Use Data and Analytics to Optimize Language Access Programs 

In 2026, leading organizations will use data to refine their language access strategies. 
 
Language access works best when it’s guided by data rather than guesswork. Without visibility into demand, usage, and performance, organizations risk long wait times, unnecessary costs, or using the wrong modalities. Using data and analytics helps teams optimize language access programs by aligning resources with real needs and improving outcomes over time. 

LSA’s Client Portal provides visibility into interpretation and translation requests, usage patterns across languages and modalities, turnaround times, and important KPIs.

Metrics to evaluate include: 

Language demand trends

Interpreter utilization

Cost efficiency across modalities

Translation turnaround times

User satisfaction and outcomes

This allows organizations to make informed decisions like when to use Machine Translation+ vs. human translation, which languages need more support, and where language demand is rising so resources are allocated where they matter most. 

Is Your Language Access Program Ready for 2026?

Use this quick self-assessment to evaluate whether your current approach is keeping pace with changing expectations: 

Do we choose interpreting modes intentionally based on the situation, risk level, and communication needs?

Do we use AI and human interpreters together in a way that balances speed, scale, and quality?

Is language access integrated into the systems and workflows staff use every day?

Are our video and audio communications accessible to multilingual audiences, not just our written materials?

Do we have a scalable approach for translating high-volume, low-risk content efficiently?

Can we support rare and emerging languages as our communities continue to evolve?

Are our language services secure and compliant with relevant privacy and data protection requirements?

Do staff understand when and how to use language access tools and services effectively?

Are we using data and analytics to monitor demand, performance, and outcomes across languages and modalities?

Your Next Steps for Strengthening Language Access 

Strong multilingual engagement in 2026 means embracing a comprehensive language services strategy and building accessibility, compliance, and inclusion into your organization’s core operations. 

At LSA, we offer a full suite of scalable solutions designed to meet every language need with accuracy and consistency. We support organizations across the full lifecycle of language access — from interpreting and translation to technology, compliance, and program optimization. 

With over three decades of experience, we are committed to helping organizations navigate the complexities of language access thoughtfully and efficiently. If you’re ready to build or enhance a language access program that serves all communities and celebrates every voice, LSA is here to help.

Ready to strengthen your language access program? Connect with LSA to discuss practical next steps for your organization.

Prefer to start with a self-assessment? Download our Language Access Checklist to see where you stand.

Giving Thanks: Why Human Interpreters Still Matter in an AI-Driven Era

Posted on by Ximena Garcia
12 min read

In This Blog Post

AI is advancing fast, but there’s still one thing it can’t replicate: the human connection behind every conversation. 

Real-time AI interpretation and translation have made it easier than ever to break through language barriers. And at Language Services Associates (LSA), we’ve embraced this shift with our own unique set of AI solutions, all backed by human oversight or the option to transition to a live interpreter when needed. Used this way, AI has helped our clients to communicate with more people in more languages than ever before. 

But that’s not the whole story. Because as powerful as AI is, human linguists remain at the heart of meaningful communication. 

With that in mind, we want to take a moment this holiday season to give thanks to the people who make genuine connection and communication possible. It’s their skill and empathy that help patients understand their doctors, families navigate complex systems, and communities come together across cultures and experiences. 

And it’s worth taking a moment to understand why their work continues to be so vital, even as AI capabilities grow. 

How AI Can Support Language Access

AI has quickly become a valuable part of interpretation and translation programs because it makes communication across languages faster and more scalable. It allows for instant access, 24/7 availability, and cost-saving communication in high-volume or routine interactions.  

AI interpretation performs well in straightforward, repetitive situations where the goal is efficiency, including:

Customer service calls

Hotel check-ins

Basic patient intake or triage

Quick translation or transcription support

Low-risk exchanges where speed and accessibility are the primary goals

In these situations, AI helps reduce wait times and expands access to more languages at once, which is a significant advantage for busy organizations. 

But efficient communication isn’t the same as meaningful communication.

What AI Still Can’t Do: The Human Element

Despite its growing sophistication, AI still struggles with the parts of communication that aren’t literal. It can process language, but it can’t fully grasp intent, tone, or cultural nuance — and those elements shape meaning just as powerfully as the words themselves. 

In healthcare, that distinction can mean the difference between a patient feeling understood or dismissed. In legal settings, it can affect fairness and trust. In education, it can shape how families engage in their child’s learning. 

These are situations where sensitivity, context, and judgment matter. This is where AI’s limitations become clear, and the strengths of human interpreters become indispensable. 

The Role of Human Interpreters in an AI-Driven World

Human interpreters are language experts; well-educated professionals who navigate tone, empathy, and intent. They know when to pause, when to clarify, and when a cultural misunderstanding might alter the meaning of a conversation. 

Unlike AI, professional interpreters can: 

Guarantee cultural accuracy where literal translation falls short.

Recognize and respond to emotional tone and body language.

Adhere to ethical standards, maintaining neutrality and confidentiality.

Build trust between providers and the people they serve, in ways technology cannot do.

Ask questions to clarify information or meaning where language alone can be ambiguous.

This is the human element that moves a conversation beyond words and into real connection. 

At LSA, we see technology not as a replacement, but as a partner to our interpreters. AI tools can handle quick or low-risk communication, freeing human interpreters to focus on moments that demand empathy, understanding, and human judgment. 

The Ethical Dimension of Human Interpretation 

There’s another layer AI can’t replicate: ethics. 

AI can support multilingual communication, but it can’t be accountable in the way a human can. Human interpreters are professionals who understand their job is to remain neutral, accurate, and confidential. They do not share personal opinions, they do not omit anything, and they have no bias in any situation. They follow strict professional codes that protect both the integrity of the message and the dignity of the people involved. 

That’s why human oversight remains essential in any AI-supported workflow. Data models don’t always recognize cultural nuance or ethical complexity, and they can’t make judgment calls when something feels unclear or inappropriate. Human interpreters provide the safeguards, context, and responsibility that ensure technology helps people understand each other rather than adding confusion.  

Blending Technology with Human Expertise 

The future of language access isn’t human versus AI; it’s human plus AI. 

At LSA, we’ve designed our solutions to bring together the best of both worlds. Our AI interpretation technology offers speed, scalability, and convenience, while our professional interpreters provide quality, cultural competence, and ethical accuracy. 

When used together, these solutions create a more cohesive framework for communication:

AI interpretation supports immediate, low-risk needs.

Human interpreters handle nuanced or critical conversations.

This hybrid model improves efficiency, standard of care, service, and trust across industries. 

Giving Thanks to the Humans Behind the Words

This holiday season, we give thanks to the human interpreters and translators who bring communication to life every day. Your skill, empathy, and professionalism elevate conversations in ways that technology simply can’t. 

You help people feel heard. You help them understand what matters. And you make it possible for providers, families, and communities to understand each other clearly — even when they speak different languages. 

As AI becomes more common in our work, one thing hasn’t changed: technology can support communication, but human interpreters bring the meaning, emotion, and understanding that make those conversations real. 

Moving Forward Together

At LSA, we’re proud to lead with innovation while never losing sight of what matters most — people. Whether it’s through AI interpretation, human interpretation, or a combination of both, our mission is the same: for language to never stand in the way of understanding. 

We’re grateful for the tools that expand access and for the interpreters whose skill and judgment ensure every conversation is handled with care. Together, they create a stronger, more reliable approach to language access. 

Because at the core of every meaningful conversation in every hospital room, courtroom, and classroom is a person who just wants to understand and be understood.

Join Us in Shaping the Future of Language Access

If you’re a professional interpreter and this resonates, we’d love to connect. We value your expertise, your professionalism, and the insight you bring to every interaction. 

Explore our opportunities page and make an impact where it truly counts. Become part of a company that understands you and truly appreciates all that you contribute! 

Upgrade Your Language Access Strategy with LSA

Your communities deserve communication that’s not only fast, but accurate, human-centered, and culturally informed. If you’re exploring AI, strengthening your interpreter network, or combining the two, LSA is here to help you design the right approach. 

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Connect with us to discover a solution designed around your needs — and the people you serve. Let’s talk, contact us today.

Why Leading Insurance Providers Partner with LSA for Language Access Solutions

Posted on by Ximena Garcia
10 min read

In This Blog Post

Breaking Language Barriers for Clearer Communication and Greater Equity

Understanding insurance is complicated, even for native speakers. When policyholders and agents don’t share the same language, even simple claims or coverage explanations can turn into confusion, delays, or missed opportunities.  

This is why effective communication and tailored services are crucial in the insurance sector, and why regulations demand transparent fine print. And while the law requires the same clarity for limited English proficient (LEP) policyholders as for native speakers, the barriers to effective communication become even more pronounced for customers who do not understand the language. This leads to missed opportunities for both the customer and insurance provider. 

Here is where Language Services Associates (LSA) plays a vital role. For over three decades, LSA has partnered with leading insurance carriers, Third Party Administrators (TPAs), and agencies to deliver fast, secure, and professional interpretation and translation services. Assisting a new policyholder? Processing claims? Supporting a multilingual call center? LSA has a solution that fits. 

Learn More

LSA’s insurance services come with interpreters and translators with expertise in your field. Read on to learn more about the importance of language access in insurance and how LSA does it best. 

The Role of Language Access in Insurance

More than 67 million people in the U.S. speak a language other than English at home. Without professional language services, critical information about coverage, eligibility, and benefits can be lost in translation. 

Beyond compliance with laws like Title VI and Section 1557, effective language support helps insurers reduce errors, improve member satisfaction, and create a culture of inclusion. 

Policy translations, live interpretation during customer calls, onsite support for sensitive claims, AI interpretation for routine communication, and more, language services strengthen trust, help meet compliance standards, and allow you to provide comprehensive coverage for your diverse communities.

Built for Compliance, Security, and Trust 

Insurance organizations handle sensitive personal data every day. That’s why LSA integrates strict security protocols, data encryption, and HIPAA- and CMS-compliant processes into every service. 

Our interpreters and translators are rigorously vetted and trained to uphold the highest confidentiality standards, ensuring that your clients’ information is always protected. Skills-based routing also guarantees that only interpreters with expertise in your insurance field are connected to your calls. 

How LSA Helps Insurers Communicate with Confidence 

LSA combines human expertise with advanced technology to deliver fast, accurate, and accessible communication at every step of the policyholder journey. 

Our services include:

Over the Phone Interpretation (OPI)

Immediate access to expert interpreters 24/7/365, to support your customer service, claims, and underwriting teams.

Video Remote Interpretation (VRI)

Confidential information is protected with advanced encryption both in transit and at rest. Our secure platforms are built for reliability, with 99.9% uptime that ensures interpretation and translation sessions remain both safe and accessible — whether delivered by phone, video, onsite, in writing, or through AI-powered services.

Onsite Interpretation

In-person language support for claims, assessments, and hearings. LSA provides expert onsite interpreters who understand the nuances of insurance communication and terminology.

American Sign Language (ASL)

Supporting Deaf and Hard of Hearing clients with certified interpreters available 24/7/365 onsite or via video.

Translation & Localization

Professional translation for claims documents, marketing materials, and policyholder communications.

AI-Powered Language Solutions

Harnessing the power of AI for speed and scalability, including AI Interpretation, AI Video Translation & Dubbing, and Machine Translation+. Every AI-powered solution is backed by human oversight, or the ability to transition to a human interpreter, to maintain quality and context. 

7 Steps to Equitable Insurance Access and How LSA Brings Them to Life

Offer non-native English speakers full access to your insurance services. LSA helps you build fairness and clarity into every conversation. We’ll work with you to effectively engage your diverse communities, beginning with the following steps: 

1. Know Your Customers

Recognize where clients most often need interpretation or translation.

LSA helps insurers analyze demographics and plan accordingly.

2. Map Key Touchpoints

Recognize where clients most often need interpretation or translation. 

Our services cover every access point — call centers, claims, onboarding, and in-person meetings.

3. Develop a Language Access Plan

Create a formal plan to provide consistent support.

LSA offers consultation to design or enhance compliant language access programs.

4. Train Your Team

Staff should understand how and when to engage an interpreter.

LSA provides training during onboarding and materials, including Desktop Reference Cards, “One-Moment-Please” signs, and other user-friendly resources.

5. Make Communication Visible

Show clients you’re ready to support them in their preferred language. 

Our translation and localization services help you build multilingual portals, materials, and signage.

6. Gather Feedback

Monitor satisfaction and accessibility through client and interpreter feedback. 

LSA integrates reporting tools and performance tracking into your workflow.

7. Measure and Improve

For continuous improvement and a program aligned with your business goals, you need to regularly evaluate performance.  

We provide transparent reporting, QA audits, regular check-ins, and KPI tracking to help you evolve over time.

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For a more detailed guide, check out our blog post: 7 Steps to Equitable Insurance Access for Non-Native English Speakers. 

Why Leading Insurers Choose LSA

300 languages supported

7,000+ carefully vetted professional linguists 

Integrated technology and a proprietary client portal for easy scheduling and visibility

AI efficiency + human expertise for faster, scalable service

Over three decades of trusted experience serving the insurance, healthcare, and government sectors

Bridge the Language Gap and Build Stronger Client Relationships

At LSA, we help insurance providers communicate with confidence, compassion, and compliance, no matter what language your clients speak. 

Contact us today to learn how LSA can help you deliver better customer experiences with our interpretation and translation services

Interpreter Support Reimagined: The Role of LSA in Advancing Well-Being, Standards, and Technology

Posted on by Ximena Garcia
15 min read

In This Blog Post

Most people don’t realize how hard interpreting is, or how much focus, heart, and stamina it takes to do it well, day after day. But the majority of interpreters aren’t getting the support they need to maintain a high level of performance. Are yours?  

Interpreters aren’t just passing along messages. They’re highly skilled professionals who’ve trained for years to master the skills required. Even then, every session brings new challenges. 

And while innovative technologies simplify work in many fields, interpreting remains as intellectually and emotionally demanding as ever.  

It’s no surprise, then, that interpreters need real support to maintain such a high level of performance. What is surprising, according to the CCHI Global Workforce Survey, the first-ever survey of practicing healthcare interpreters (conducted from January to March 2025), is that most interpreters in the industry aren’t getting it.  At Language Services Associates (LSA), we’re changing that narrative. 

Laura Schriver, LSA's Founder

When Laura K.T. Schriver founded LSA, she set out to create the kind of community she wished she’d had as an interpreter herself. And for over three decades, we’ve been empowering interpreters with the tools, training, and care they need to thrive. 

Our approach blends genuine empathy for people with strong quality standards and smart use of technology to create better experiences for both interpreters and the clients they serve. Our goal is to build an environment where interpreters get the respect they deserve and the tools to embrace challenges and succeed in their careers.  

The benefits of this approach extend far beyond the interpreters themselves, resulting in better experiences for our customers and the people with limited English proficiency (LEP) who rely on them.   

This post takes a closer look at the challenges interpreters face and how LSA helps them be their best selves and do their best work.   

Prioritizing Interpreter Well-Being 

The CCHI survey revealed that less than 10% of interpreters have access to debriefing or mental health counseling, and more than a quarter aren’t permitted breaks after emotionally challenging sessions. 

With such a mentally and emotionally demanding job, that lack of recovery time takes a real toll. Burnout can come from vicarious trauma and compassion fatigue, and interpreters need support in managing this.  

At LSA, we recognize that interpreters face cognitive and emotional demands that few others experience. That’s why we’ve built multiple avenues of support: 

Interpreters can request peer discussions from LSA Interpreting Experts for personalized coaching and feedback

LSA understands interpreters need to request breaks to avoid burnout and process the realities of high-stress calls.

The bottom line? You can’t pour from an empty cup. That’s why we give our interpreters the space and resources they need to provide clear and compassionate communication, even (or especially) when the stakes are high. 

Raising the Bar for Quality and Professional Standards

Providing empathetic support does not mean lowering standards. In fact, when your job is this important, support and accountability go hand in hand.  

Yet the same survey found that:

26% of organizations don’t require qualification testing, and more than half of interpreters don’t receive regular performance evaluations.

Even among those who do, only 37% said their evaluations were tied to professional standards.

At LSA, quality assurance is integral to what we do. Every interpreter in our network undergoes qualification testing before joining. On average, only one in 40 interpreter applicants meets LSA’s strict quality standards during the vetting process.

After they’re signed on, we maintain a meticulous system of ongoing evaluations, incorporating client feedback, call monitoring, and compliance checks so that interpreters consistently meet or exceed industry benchmarks.  

That commitment is what keeps our clients confident in every interpretation we deliver. 

Empowering Interpreters Through Technology and Resources 

Technology is changing how the language services industry works. Yet too many interpreters still don’t have access to the digital tools and terminology resources they need to benefit from these changes. The CCHI survey shows that only 12–13% of interpreters receive such support, and 18% of freelancers receive none at all. 

LSA provides our interpreters with an integrated system of resources. 

Interpreter Resource Library

To support ongoing professional development, LSA offers interpreters access to a comprehensive online library of reference materials. This includes general and client-specific documentation, so that interpreters are prepared for the nuances of each engagement. These include:

  • Glossaries with terms in both English and various foreign languages, both vertical-specific and client-specific.
  • Client-specific documents, such as commonly used forms, policies, and procedures.
  • Compliance documentation for adherence to industry standards. Refresher materials covering interpreting fundamentals, including protocol, glossary building, and ethics.
  • Refresher materials covering interpreting fundamentals, including protocol, glossary building, and ethics.
  • Professional resources like a calendar of relevant industry events, links to resources for pursuing certifications in medical and legal interpreting, and information on continuing education opportunities to help interpreters maintain and expand their skills.

And if questions arise, we have a support team available to help them overcome any challenges they encounter, 24/7/365.

Proprietary Technology

Our own software development team has created specialized applications custom-designed for over the phone and video remote interpretation. This gives our interpreters access to secure, reliable, and user-friendly systems tailored to their specific needs.  

Continuous Learning/Education

LSA provides interpreters with online education modules that adhere to adult learning standards and reinforce interpreting fundamentals. Annual compliance training covers topics such as HIPAA, CMS regulations, fraud prevention, and general security, ensuring interpreters are equipped to handle sensitive information securely and professionally.

A Holistic Approach to Language Access

Interpreting is about human connection. Understanding. Meaning. It’s more than just the translation of words from one language to another. LSA’s comprehensive model recognizes that connection thrives when interpreters are supported emotionally, equipped professionally, and empowered technologically. 

As the years go by, we set the standard for quality and keep raising the bar for what excellence looks like in interpreting. We not only measure our success by the high-quality services we deliver to clients, but also by how we support the interpreters who make it all possible. If our interpreters aren’t happy, our clients aren’t happy. 

Don’t Take Our Word for It 

Here is what interpreters have to say about LSA:

“My whole experience with LSA has been great. Everything has been clear and professional, from the recruitment process to getting on board. The staff is always there to help when needed, and everyone is friendly and very professional.” 

“LSA is the crown jewel of interpreting! The staff is absolutely phenomenal, skilled, educated, and considerate. With LSA, I have overcome a fear of long-term financial commitments. It is that level of security that the company provides because it’s not just another business community. LSA is family, the company you can trust. I am proud to be part of the team! Four years and still going strong.” 

“I’ve been working for LSA coming on 12 years, and I have only experienced professionalism and very helpful and happy staff. Thank you, LSA, for your help in providing the languages needed to bridge the language barrier.”  

“I have worked for LSA full-time for over 16 years and have only had a positive experience… Excellent company to work for. I love the work that I do. Working as a Spanish interpreter in the medical field is very rewarding. I hope to continue offering my service for many years to come.” 

“It’s a great place to work, and the staff is kind and respectful. I love working for LSA.” 

Are you an Interpreter? Join Us!

If you are looking for a place where your skills are valued, your work makes a real difference, and you are supported every step of the way, we’re here for you.  

At LSA, we are proud to have a diverse network of interpreters from over 50 countries, working in hundreds of languages and helping millions of people connect and understand each other. Whether it’s healthcare, finance, entertainment, or legal settings, your work can change lives. 

Take a look at our opportunities page and see what makes LSA different. Join a company that gets you and values everything you bring to the table! 

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Cybersecurity in Language Access: How LSA Protects Your Data

Posted on by Ximena Garcia
10 min read

In This Blog Post

The Rising Cost of Cybercrime 

What’s the price of a cyberattack? 

On average, it’s $4.88 million per breach according to an IBM report from 2024. And by 2027, according to Anne Neuberger, former US Deputy National Security Advisor for Cyber and Emerging Technologies, cybercrime will cost the world more than $23 trillion a year. 

October is Cybersecurity Awareness Month, but for organizations that handle sensitive data, security is a concern every day of the year. And it’s a concern that applies to language access as much as any other aspect of your business. Healthcare records, court testimony, financial data, personal conversations — all of it runs through interpreters, translators, and technology platforms. A single weak link in that chain — one unsecured platform, one overexposed interpreter login — could put it all at risk. 

The potential fallout goes beyond money. Breaches can damage your reputation with your customers and hinder long-term revenue growth. 

That’s why, at Language Services Associates (LSA), cybersecurity is foundational. From compliance to encryption to proactive monitoring, every service we deliver is built to protect your data and your reputation. 

Here, we break down how breaches can happen in language access, and show you how LSA protects your data against those risks.

How Breaches Happen in Language Access

Language access may not be the first place you think of when it comes to cybersecurity risks, but it should be. Every day, interpreters, translators, and the systems they use handle some of the most sensitive information your organization owns.  

The Types of Data at Risk 

When language services aren’t fully secured, a wide range of sensitive information can be exposed: 

Personally Identifiable Information (PII): Names, addresses, birthdates, Social Security numbers.

Protected Health Information (PHI): Patient medical records, diagnoses, insurance details.

Financial Data: Account numbers, payment information, transaction details.

Legal Information: Court testimony, client communications, case files.

Intellectual Property and Business Data: Proprietary research, contracts, internal reports.

Government and Agency Data: Sensitive records that impact compliance and public trust.

From HIPAA, CMS and consumer privacy regulations in the US to the GDPR abroad, this data falls under some of the toughest privacy and security laws. 

How Breaches Can Happen 

Without strong safeguards, that data can slip through the cracks in a number of ways: 

Misdelivered files or messages.

A single translation file sent to the wrong inbox can expose critical information.

Too much access for too long.

If an interpreter or translator has access beyond what’s needed — or if that access isn’t cut off after a session — it creates unnecessary exposure.

Insecure platforms.

Outdated or poorly protected systems may lack encryption or proper access controls, making them an easy target for cybercriminals.

Phishing and social engineering.

Interpreters, contractors, or even your own staff can be tricked into giving up credentials, opening the door to a breach.

In short: language services connect people, but without the right protections, they can also add risks. 

How LSA Protects Your Data

When the stakes are this high, generic IT policies aren’t enough. That’s why LSA has built a comprehensive cybersecurity program tailored to the unique risks of language services. Every safeguard is designed to protect sensitive information, maintain compliance, and give you confidence that your data is safe.

Regulatory Compliance

LSA meets the strict requirements of HIPAA, HITECH, CMS, and other privacy regulations. Our information security program integrates administrative, technical, and physical safeguards to keep clients compliant across healthcare, government, legal, and business settings.

Encryption and Secure Systems

Confidential information is protected with advanced encryption both in transit and at rest. Our secure platforms are built for reliability, with 99.9% uptime that ensures interpretation and translation sessions remain both safe and accessible — whether delivered by phone, video, onsite, in writing, or through AI-powered services.

Access Control

To reduce risk, interpreters and translators only see the information required for their assignment. Access is automatically revoked once the session ends, so sensitive data isn’t exposed any longer than necessary. 

Security Expertise

Our dedicated IT and security team monitors systems around the clock, manages compliance audits, and maintains incident response protocols to address threats quickly and effectively. 

Infrastructure Built for Protection

The foundation of our language access services is a proprietary, U.S.-based interpreter platform. Hosted on geo-redundant systems with failover datacenters, it’s designed for continuity and disaster recovery as well as security.

Training and Testing

Every interpreter, translator, and staff member receives security training at the start of their work with LSA and annually thereafter. Training covers PHI, PII, phishing prevention, and secure handling of sensitive data — reinforcing compliance at every level. 

Proactive Safeguards

We don’t wait for attackers to strike. Regular audits, social engineering tests, and policy reviews help us uncover and address vulnerabilities before they become problems. Employees requiring additional support are placed on individualized remediation plans.  

Trusted Across Industries 

For more than 30 years, hospitals, courts, Fortune 500 companies, and government agencies have relied on LSA not only for language expertise but also for the security and compliance behind every interaction. With nearly 300 languages supported and more than 7,000 vetted linguists, our scale is backed by a security program clients can trust. 

Your Data, Protected Every Day

Cybersecurity is never “finished.” Threats evolve, regulations change, and expectations rise. That’s why LSA invests continuously in people, processes, and technology to stay ahead. 

 

For more than 30 years, organizations across healthcare, government, legal, and business sectors have trusted us not just for our language expertise, but for the security behind it. With LSA, you gain a partner committed to protecting sensitive data every step of the way. 

Ready to strengthen your language access with cybersecurity you can count on? Contact us today.

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