All About Translating ANOCs, EOCs & SBCs

Speakers

Karen Donovan, VP of Healthcare & Compliance, VIA • Over 20 years of sales and customer service experience in Healthcare • Focus on providing strategic solutions for health systems and health plans

Leslie Iburg, Account Executive, VIA • Over 12 years customer service for organization’s multilingual/multicultural needs • Over seven years supporting the unique translation needs of the healthcare industry

• Enrollment Trends • Health literacy, translation

& cultural sensitivity • Tools for Success • Quality Control • Closing - Q&A

ENROLLMENT TRENDS

Since the passage of the ACA five years ago, approximately16.4 million

uninsured have gained coverage

• Enrollment is expected to continue to increase

• 21 million in 2016

• More insurers joined the Marketplace in year 2 • Consumers could choose from an average of 40 plans in

2014 vs 30 in 2013

Consumers have more choice, and you have more competition to capture membership

.

Renewals and Reality

Despite the increase in insurance coverage through the marketplace, approximately 31 million non-elderly are expected to continue to be uninsured by 2024. Surprisingly perhaps, a large percentage of these will have coverage options and choose not to take advantage of them

Creates outreach and marketing opportunities

Hispanics are widely recognized as one of the groups most under-insured demographic even after ObamaCare.

- The IHC Group

HEALTH LITERACY, TRANSLATION & CULTURAL SENSITIVITY

From Coverage to Care

Common Wealth Fund, 2014

The good news…

Consumer & Member Education. . .KD

• Effective communication & outreach

channels for open enrollment

• Expedited onboarding • Population may be new to the process

• Ongoing member education – Improving Health Literacy

• Wellness, Preventative Care, and Disease Management • Helping new member get care that they may have

deferred

What are the Implications? KD

• Affects health outcomes and bottom line • Legally risky • Can affect plan rating, member acquisition,

satisfaction & retention • Offers an opportunity for us to be truly helpful to our

community

Addressing Health Literacy: Content Development

• Target 6th-8th grade literacy

• Write clearly in active voice

• Short sentences

• Use clear headings

• Incorporate cultural nuances for LEP population

• Use graphics to help explain

• Q&A formats work well

J

TIPS & TOOLS FOR SUCCESS GS

Language Tools to Streamline and Save

Plan Ahead

Ensure consistent terminology, style preference and health literacy level…

Sample Style Guide Literacy Level Should be for 6th grade level

Voice and Tense Use active, informal

Acronyms First occurrence of the phrase will be in its entirety with acronym in parenthesis. Every occurrence after will solely be referred to by acronym.

English Option 1 Option 2 Option 3 Hospice centro de

cuidados paliativos

centro para enfermos desahuciados

centro de cuidados paliativos (para enfermos terminales)

Glossaries & Style Guides

Translation Memory Benefits:

• Saves Money (20 – 40%) • Increases Consistency

Benefits:

English Source Segment

If you have questions about your health care options, please call customer service.

Translation Memory Segment

Si tiene preguntas sobre sus opciones de atención médica, llame a servicio al cliente.

• Saves Time • Customer-specific

Edits

How To Maximize TM Savings Write in controlled English and minimize:

Changes to terms

Changes to gender, punctuation & tenses

Changes to format

End Users • 24/7 Access • Quoting • Ordering • Retrieval • Status Tracking

Capabilities to look for in a Portal

System Managers • Detailed data capture • Track by different business units • Reporting exportable to Excel • Role-based security

Variables of Translation Pricing Translation is typically priced by the word, also consider:

• Limited diffusion languages • Other services (DTP, Engineering) • Complex projects/PM • Updates/revisions • File formats

QUALITY CONTROL

KI

LSP Quality Criteria

Recruiting, Hiring and Training • Native Speaker • Source Language Proficiency • Minimum 5 Years of Experience • Healthcare Specialization • References • Education (College Degree) • Technical capabilities • Continual Project Monitoring

Quality Control Should Measured Across the Process

• Rigorous process and quality control standards • Collaborative review process • Translation, Proofreading, editing by expert linguists • Translation Tools (Style guide, glossary, TM) • 3rd party QA (DTP) • Final QA • Comprehensive KPI tracking

What to look for in a vendor • Health plan and linguistic expertise • Flexibility & Scalability • Dedicated account and linguistic teams • 24/7 Online ordering, tracking and retrieval • One stop shopping:

» Desktop publishing » Engineering (Websites) » Quality Assurance and proofreading services

Questions

Email us at: info@viadelivers.com

Follow us at: @viadelivers

Visit us at: www.viadelivers.com

Additional Resources The Growing Challenges of Health Literacy http://viadelivers.com/resources/healthcare/healthcare_health_literacy_brief.pdf

Healthcare Style Guide http://viadelivers.com/resources/healthcare/healthcare_health_literacy_brief.pdf

How to Select a Translation Agency http://viadelivers.com/resources/healthcare/how_to_select_translation_vendor_brief.pdf