Health Insurance Provider Achieves Multilingual CMS Compliance in 6 Weeks
WHAT WE DO
Insurance Support Services
Multilingual Customer Care
Customer Engagement Center
Talent Acquisition
INDUSTRY
Insurance
RESULTS
Recruited 35 Bilingual Agents Representing 7 Languages in 6 Weeks
Licensed 27 Bilingual Agents
100% CMS Secret Shopper Rating
Lack of Bilingual, Licensed Agents Threatened Looming AEP Success and CMS Compliance
[SITUATION]
With an Annual Enrollment Period looming, a major healthcare insurance provider was unable to meet the U.S. Centers for Medicare and Medicaid Services (CMS) language requirements for on-demand translation options required of service providers selling Medicare Advantage plans.
The insurance carrier’s existing vendor could not find or source translators for the five languages—Spanish, French, Cantonese, Mandarin, and Vietnamese—CMS requires servicers to provide within minutes of customer call initiation. Not only did translators need to be fluent in one of these languages, they also needed to navigate complex medical terminology and complete CMS assessments. The client turned to MarketSource to build a compliant, scalable multilingual team in time to support high AEP member call volume.
CHALLENGES
Low population of bilingual and licensed agents
Strict CMS requirements for service translation
Looming Annual Enrollment Period (AEP)
6 Weeks
to deliver a fully staffed, licensed, multilingual member care team.
KEYS TO SUCCESS
Multilingual member care team
Calculated talent acquisition
Language certification and medical terminology training
Licensing infrastructure
Talent Acquisition Specialists Recruit 35 Bilingual Member Care Agents in 6 Weeks
Using a proven, targeted recruiting strategy, our talent acquisition specialists recruited 35 bilingual Member Care Agents—seven per required language—within six weeks. They sourced applicants who thrive in fast-paced situations and demonstrated not only the ability to adapt, but also to navigate complex, rapidly changing environments. We trained incoming agents to translate medical terminology and manage a near constant incoming call queue, seven days a week and required each agent pass a language assessment. In parallel, MarketSource enabled 27 of the 35 agents to become licensed sales agents, able to support Medicare Advantage sales and member retention—all in time for AEP.
Real-World Results
100% CMS Secret Shopper Rating
Recruited 35 Bilingual Agents Representing 7 Languages in 6 Weeks
By delivering a fully staffed, licensed, multilingual member care team in just six weeks, MarketSource helped our client meet CMS requirements and achieve a 100% secret shopper rating. A high Secret Shopper rating is key to the client’s Medicare Star Rating, which gauges compliance and patient experience—and directly impacts the client’s future Medicare reimbursement. Beyond compliance, we enabled 27 of the 35 bilingual agents to become licensed to support Medicare Advantage sales and member retention.