During this webinar, we talked about: *Scheduling your work in order to meet tight deadlines *How to use our online translation portal to streamline your approval process *How to reduce costs by using a translation memory (TM) Along with other tips and best practices we’ve gathered from our years of open-enrollment translation work.

1. All About Translating
ANOCs, EOCs & SBCs

2. 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

3. • Enrollment Trends
• Health literacy, translation
& cultural sensitivity
• Tools for Success
• Quality Control
• Closing - Q&A

4. ENROLLMENT TRENDS

5. 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
.

6. 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

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

8. HEALTH LITERACY, TRANSLATION &
CULTURAL SENSITIVITY

9. From Coverage to Care
Common Wealth Fund, 2014
The good news…

10. 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

11. 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

12. 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

13. TIPS & TOOLS FOR SUCCESS GS
Language Tools to Streamline and
Save

14. Plan Ahead

15. 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

16. 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

17. Edits
How To Maximize TM Savings
Write in controlled English and minimize:
Changes
to terms
Changes to gender,
punctuation &
tenses
Changes to
format

18. 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

19. 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

20. QUALITY CONTROL
KI

21. 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

22. 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

23. 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

24. Questions
Email us at:
info@viadelivers.com
Follow us at:
@viadelivers
Visit us at:
www.viadelivers.com

25. Additional Resources
The Growing Challenges of Health Literacy
http://viadelivers.com/resources/healthcare/healt
hcare_health_literacy_brief.pdf
Healthcare Style Guide
http://viadelivers.com/resources/healthcare/healt
hcare_health_literacy_brief.pdf
How to Select a Translation Agency
http://viadelivers.com/resources/healthcare/how_
to_select_translation_vendor_brief.pdf