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Cultural Competency Corner - Summer 2001

Enhancing Services for Members with Limited English Proficiency

Keystone Mercy Health Plan is committed to working with our provider community to enhance services and communication with our members who are of Limited English Proficiency (LEP). Our goal is to be sure that members with Limited English Proficiency or sensory impairments will experience few barriers in their ability to communicate with Keystone Mercy or our participating physicians. The following initiatives help ensure that members with Limited English Proficiency can properly access and utilize their Keystone Mercy benefits.

  • Correspondence and printed materials, such as denial letters, member newsletters, and plan brochures, contain a tagline in the four languages spoken by 5% or more of our membership. Currently these languages are Spanish, Russian, Cambodian, and Vietnamese. The tagline advises members to call Member Services for a translation of the materials.
  • Interpreter services are handled either through bi-lingual Member Services Representatives, or our contracted AT&T Language line.
  • Members who are hearing impaired may call our TDD/TTY number, 1-800-684-5505. Members with visual impairments may request materials in large print, Braille, or audio tape.

If you have questions or concerns regarding the provision of services to members with Limited English Proficiency, call our Member Services Department 24 hours a day, 7 days a week at 1-800-521-6860.

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