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With a growing Spanish-speaking population and CMS putting more weight on member experience, Medicare Advantage plans who tap bilingual agents can provide more efficient and authentic experiences.
Managed care experts discuss the importance of bilingual agents—not just a language line—for Medicare Advantage plans to create efficient, authentic experiences for Spanish-speaking members.
Medicare Advantage plans are preparing for CMS adjustments to STAR quality measures, which will put an even greater emphasis on member experience. While the changes won’t go into effect until 2023, member survey data used to calculate the new ratings will start being collected in 2021.
Add to that, an aging U.S. population—10,000 people turning 65 every day—that’s increasingly speaking Spanish at home (40 million people), and plans need to ensure that their Spanish-language support is delivering authentic member experiences that translate into high STAR ratings.
In our latest webinar with Healthcare Dive, we address what these two parallel demographic shifts mean for the increasingly competitive Medicare Advantage market. We also explore how bilingual agents can drive efficiency and better member experiences, which result in better reimbursement rates for each member.