ENLASO to Host Complimentary Webinar on Achieving 5-Star Telephone Customer Service with Effective Phone Interpretation Best Practices
BOULDER, CO – August 30, 2011 With the advent of the Health Reform Law of 2010, achieving a 5-star quality rating is a top priority for Medicare Advantage plans, not only to enhance customer service but also to increase quality-based bonus payments made to healthcare companies. Responsible for posting quality ratings of Medicare Advantage plans, the Centers for Medicare and Medicaid Services (CMS) has identified five quality domains for 2012-2014: 1) staying healthy: screenings, tests, and vaccines; 2) managing chronic (long-term) conditions, 3) ratings of health plan responsiveness and care, 4) health plan members complaints and appeals and 5) health plan telephone customer service.
Of the five domains the CMS groups into quality measures, ENLASO has been instrumental in assisting some of the best-known health care plans to achieve the highest quality scores in health plan telephone customer service. Although providing language interpretation services in any number of languages may seem daunting, technology has made it possible to meet this requirement easily and cost effectively. Companies like ENLASO enable customers to reach an interpreter in over 100 languages in seconds.
Mark Bockhold will deliver a complimentary 30-minute presentation that examines the best-practices and impacts that over-the-phone interpretation services have on customer service.
- Learn how interpreter training is critical to determining the quality of interpretation services you are receiving.
- Discover what to expect for average connect times.
- Find out which options for accessing a qualified interpreter is right for you.
- Uncover hidden costs in services.
This Webinar is of particular interest to quality program managers, social services, language services managers, customer service managers, information technology managers, and anyone involved with providing multilingual customer service over the phone.
Date: Wednesday, September 28, 2011
Time: 11:00 am – 12:00 pm PDT
Where: Your desktop
Register at: http://www.enlaso.com/Newsroom/Activities_Events.aspx
Cost: Complimentary. No competitors please.
About The Presenter
Mark Bockhold heads up ENLASO’s new San Diego location. He has over a decade of healthcare experience and hands-on expertise, providing consultation and training to clients in the healthcare, life science, and biotechnology communities. Mark brings a deep understanding of language services, educating both clinical and administrative teams alike on best practices. Mark holds a B.A. in Entrepreneurial Studies from Xavier University in Cincinnati, OH.