Throughout the Centers for Medicare and Medicaid Services (CMS) test call season, call centers for health plans receive high-stake calls from CMS “secret shoppers” that evaluate an entity’s delivery of services for Medicare beneficiaries. With language assistance being a central component of these calls, language service providers play a critically important role in this process. CEO of Certified Languages International, Kristin Quinlan, details what health plans should expect from their language services partners and what questions to ask as they prepare to successfully navigate CMS test season.
