https://www.transperfect.com/ en Thu, 16 Apr 26 03:04:25 -0400 https://www.transperfect.com/blog/billions-stake-hidden-cahps-gap-costing-health-plans-revenue <span class="field field--name-title field--type-string field--label-hidden">Billions at Stake: The Hidden CAHPS Gap Costing Health Plans Revenue</span> <span class="field field--name-uid field--type-entity-reference field--label-hidden"><span>rbisht</span></span> <span class="field field--name-created field--type-created field--label-hidden"><time datetime="2026-04-16T03:04:25-04:00" title="Thursday, April 16, 2026 - 03:04" class="datetime">Thu, 04/16/2026 - 03:04</time> </span> <div class="field field--name-field-blog-category field--type-entity-reference field--label-hidden field__item">Blog</div> <div class="field field--name-field-blog-media-main field--type-entity-reference-revisions field--label-hidden field__item"> <section id="paragraph-t_com_image-286782" class="wrapper-t_com_image"> <div class="clearfix paragraph com-image paragraph--type--t-com-image paragraph--view-mode--default"> <div class="container"> <a href="https://www.transperfect.com/blog/billions-stake-hidden-cahps-gap-costing-health-plans-revenue"> <div class="field field--name-field-t-com-image field--type-entity-reference field--label-hidden field__item"><div> <div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <picture> <source media="all and (min-width: 1201px)" type="image/png" width="2000" height="686" data-srcset="/sites/default/files/styles/responsive_image_2000/public/media/image/Billions-at-Stake-Connect.png?itok=z6NxK35m 1x"/> <source media="all and (min-width: 993px) and (max-width: 1200px)" type="image/png" width="1200" height="411" data-srcset="/sites/default/files/styles/responsive_image_1200/public/media/image/Billions-at-Stake-Connect.png?itok=6HqJ_kFD 1x"/> <source media="all and (min-width: 577px) and (max-width: 768px)" type="image/png" width="768" height="263" data-srcset="/sites/default/files/styles/responsive_image_768/public/media/image/Billions-at-Stake-Connect.png?itok=CeKMT7EC 1x"/> <img loading="eager" width="2000" height="686" alt="Billions-at-Stake" class="lazyload" data-src="/sites/default/files/styles/responsive_image_2000/public/media/image/Billions-at-Stake-Connect.png?itok=z6NxK35m" /> </picture> </div> </div> </div> </a> </div> </div> </section> </div> <div class="field field--name-field-blog-sections field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <section id="paragraph-t_post_info-286785" class="wrapper-t_post_info theme-default margin-bottom-default margin-top-default padding-bottom-default padding-top-default"> <div class="clearfix t-post-info paragraph content-moved-inside paragraph--type--t-post-info paragraph--view-mode--default"> <div class="t-post-info-inner"> <div class="t-post-info-content"> <div class="field field--name-field-t-post-info-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <section id="paragraph-d_p_text_paged-286784" class="wrapper-d_p_text_paged with-long-text margin-bottom-default margin-top-default padding-bottom-default padding-top-default theme-default"> <div class="clearfix paragraph text-page paragraph--type--d-p-text-paged paragraph--view-mode--default"> <div class="container"> <div class="clearfix text-formatted field field--name-field-d-long-text field--type-text-long field--label-hidden field__item"><h2>Why CAHPS Matters More Than Ever </h2><p>For Medicare Advantage plans, CAHPS is no longer just a survey. It’s one of the most powerful drivers of Star Ratings, member retention, and revenue.</p><p>Today, member experience is weighted more heavily than ever, and plans can gain or lose up to 5% of total revenue based on performance. That translates into billions of dollars shifting each year, largely based on how members perceive their care.</p><p>And yet, one of the most controllable drivers of that experience is still being overlooked: language access in healthcare.</p><h2>The Problem</h2><p>Most plans don’t think of language access as a CAHPS issue. They treat it as a compliance requirement or a support function.</p><p>But during peak survey season, this mindset creates real risk. Even small moments of friction, like being placed on hold for an interpreter or receiving a survey in a language a member doesn’t fully understand, can lead to drop-off before completion.</p><p>Consider a typical scenario:</p><p>A member receives a CAHPS outreach call. English isn’t their preferred language. They’re transferred to a third-party interpreter. The delay is long enough that they hang up.</p><p>That interaction is lost. The feedback is never captured. And the plan loses an opportunity to influence both experience scores and revenue.</p><p>Multiply that across thousands of interactions, and the impact becomes significant.</p><h2>Why Language Access Directly Impacts CAHPS</h2><p>CAHPS measures how members experience their care, not just whether they received it. For members with limited English proficiency, that experience is entirely dependent on how well plans communicate with them.</p><p>When language support falls short, the impact is immediate and measurable. Members may struggle to understand survey questions, leading to confusion or incomplete responses. Calls can take longer or become frustrating, increasing the likelihood of disengagement. As a result, survey completion rates drop, and the feedback that is collected is often incomplete or skewed.</p><p>When language access works seamlessly, the experience changes just as dramatically. Members understand what’s being asked of them, interactions feel easier and more respectful, and participation improves. Completion rates increase, and the feedback collected is more accurate, more representative, and ultimately more actionable.</p><p>This is where many plans underestimate the impact. Language access isn’t just supporting CAHPS. It’s actively shaping the CAHPS scores that determine Medicare Advantage Star Ratings and reimbursement.</p><h2>The Financial Stakes Are Real</h2><p>The data makes this impossible to ignore:</p><ul><li>Only 40% of Medicare Advantage contracts achieved 4+ Stars in 2026, the lowest level in years</li><li>20% of plans lost bonus eligibility entirely</li><li>Approximately $1.3 billion in quality bonus payments were lost </li></ul><p>At the same time, CAHPS continues to carry increasing weight in Medicare Advantage Star Ratings.</p><p>The takeaway is clear: plans aren’t just competing on clinical quality anymore. They’re competing on member experience, and gaps in that experience are directly translating into lost revenue.</p><h2>What’s Changing</h2><p>This shift is only accelerating.</p><p>CMS is continuing to increase the influence of patient experience measures, while NCQA is raising expectations around health equity and consistent engagement across diverse populations.</p><p>That means plans are now expected to do more than simply offer interpretation services. They must ensure that members receive information in their preferred language, fully understand it, and can act on it with confidence.</p><p>At the same time, member expectations are evolving. Healthcare experiences are now compared to retail, banking, and technology.</p><p>Long wait times, inconsistent interpreter quality, or confusing translations are no longer acceptable, and these friction points show up immediately in CAHPS responses.</p><p>Even small breakdowns, like a delay connecting to an interpreter or unclear phrasing, can disproportionately impact satisfaction and completion rates.</p><h2>The Opportunity</h2><p>So what does this mean? This is where leading plans are starting to shift their approach.</p><p>Instead of treating language access as a backend service, they’re aligning it directly with CAHPS performance, member experience, and quality goals.</p><p>They’re also extending language support beyond call centers into digital channels like mobile apps, portals, and outreach campaigns, recognizing that the CAHPS experience spans every touchpoint.</p><p>The result is a more consistent, seamless member journey and more reliable survey outcomes.</p><p>But making this shift takes more than incremental improvements. It requires rethinking how language access in healthcare is delivered, measured, and optimized.</p><h2>Let’s Close This Gap</h2><p>TransPerfect has partnered with Medicare Advantage plans to help close this gap by:</p><ul><li>Being the first to implement after-call surveys to measure interpretation quality and member experience in real time</li><li>Providing healthcare-trained, certified interpreters to ensure accurate, compliant communication</li><li>Delivering real-time, on-demand language support to reduce member drop-off and improve completion rates</li><li>Enhancing reporting with near real-time data (15-minute refresh) and up to 12 months of trend visibility</li><li>Offering visibility into non-billable calls with reason tracking to identify breakdowns and missed opportunities</li><li>Enabling full transparency into language usage and performance across CAHPS outreach</li><li>Providing boutique BPO solutions with dedicated staffing in English and all languages to support outbound campaigns, handle volume spikes, and ensure consistent member engagement </li></ul><p>With these capabilities, plans can move from reactive support to proactive performance management, using language access as a strategic lever to improve CAHPS scores, protect revenue, and deliver a better member experience.</p><p>To learn how we can support your CAHPS and NCQA initiatives, connect with one of our experts at <a href="https://www.transperfect.com/industries/healthcare/medbens" data-cke-saved-href="https://www.transperfect.com/industries/healthcare/medbens">https://www.transperfect.com/industries/healthcare/medbens</a></p></div> </div> </div> </section> </div> </div> </div> <div class="t-post-info-author"> <div class="t-post-info-author-image"> </div> <div class="t-post-info-author-content"> <div class="field field--name-field-t-post-info-author-name field--type-string field--label-hidden field__item">By Jack Meere, Senior Director, Business Development, MedBens at TransPerfect</div> </div> </div> </div> </div> </section> </div> </div> <div class="field field--name-field-blog-topic field--type-entity-reference field--label-hidden field__items"> <div class="field__item"><a href="/blog/category/medical-benefits" hreflang="en">Medical Benefits</a></div> </div> Thu, 16 Apr 2026 07:04:25 +0000 rbisht 69373 at https://www.transperfect.com https://www.transperfect.com/blog/2025-transperfect-healthcare-review-advancing-access-empathy-and-compliance <span class="field field--name-title field--type-string field--label-hidden">2025 TransPerfect Healthcare in Review: Advancing Access, Empathy, and Compliance</span> <span class="field field--name-uid field--type-entity-reference field--label-hidden"><span>rbisht</span></span> <span class="field field--name-created field--type-created field--label-hidden"><time datetime="2026-01-28T11:03:19-05:00" title="Wednesday, January 28, 2026 - 11:03" class="datetime">Wed, 01/28/2026 - 11:03</time> </span> <div class="field field--name-field-blog-category field--type-entity-reference field--label-hidden field__item">Blog</div> <div class="field field--name-field-blog-media-main field--type-entity-reference-revisions field--label-hidden field__item"> <section id="paragraph-t_com_image-275642" class="wrapper-t_com_image"> <div class="clearfix paragraph com-image paragraph--type--t-com-image paragraph--view-mode--default"> <div class="container"> <a href="https://www.transperfect.com/blog/2025-transperfect-healthcare-review-advancing-access-empathy-and-compliance"> <div class="field field--name-field-t-com-image field--type-entity-reference field--label-hidden field__item"><div> <div class="field field--name-field-media-image field--type-image field--label-hidden field__item"> <picture> <source media="all and (min-width: 1201px)" type="image/jpeg" width="800" height="400" data-srcset="/sites/default/files/styles/responsive_image_2000/public/media/image/TransPerfect-Healthcare-in-Review-Main.jpg?itok=h04HkQ5H 1x"/> <source media="all and (min-width: 993px) and (max-width: 1200px)" type="image/jpeg" width="800" height="400" data-srcset="/sites/default/files/styles/responsive_image_1200/public/media/image/TransPerfect-Healthcare-in-Review-Main.jpg?itok=ul8H08i9 1x"/> <source media="all and (min-width: 577px) and (max-width: 768px)" type="image/jpeg" width="768" height="384" data-srcset="/sites/default/files/styles/responsive_image_768/public/media/image/TransPerfect-Healthcare-in-Review-Main.jpg?itok=wkfOE8eC 1x"/> <img loading="eager" width="800" height="400" alt="TransPerfect Healthcare in Review" class="lazyload" data-src="/sites/default/files/styles/responsive_image_2000/public/media/image/TransPerfect-Healthcare-in-Review-Main.jpg?itok=h04HkQ5H" /> </picture> </div> </div> </div> </a> </div> </div> </section> </div> <div class="field field--name-field-blog-sections field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <section id="paragraph-t_post_info-275645" class="wrapper-t_post_info theme-default margin-bottom-default margin-top-default padding-bottom-default padding-top-default"> <div class="clearfix t-post-info paragraph content-moved-inside paragraph--type--t-post-info paragraph--view-mode--default"> <div class="t-post-info-inner"> <div class="t-post-info-content"> <div class="field field--name-field-t-post-info-content field--type-entity-reference-revisions field--label-hidden field__items"> <div class="field__item"> <section id="paragraph-d_p_text_paged-275644" class="wrapper-d_p_text_paged with-long-text margin-bottom-default margin-top-default padding-bottom-default padding-top-default theme-default"> <div class="clearfix paragraph text-page paragraph--type--d-p-text-paged paragraph--view-mode--default"> <div class="container"> <div class="clearfix text-formatted field field--name-field-d-long-text field--type-text-long field--label-hidden field__item"><p>2025 marked a pivotal year for TransPerfect’s Healthcare Practice Group as we deepened partnerships with health plans, hospital systems, and provider organizations across the US. In an environment defined by evolving CMS regulations, heightened accessibility requirements, and growing expectations for patient- and member-centered care, our focus remained clear: helping healthcare organizations deliver equitable, compliant, and empathetic experiences at scale.</p><p>As regulatory scrutiny increased under CMS, the ADA, and NCQA, healthcare organizations faced mounting pressure to modernize their communication strategies while maintaining strict compliance timelines. Throughout the year, TransPerfect worked closely with clients to navigate this complexity—combining linguistic expertise, technology innovation, and operational scale to ensure patients and members received timely, accessible, and culturally appropriate information at every touchpoint.</p><p>From a business perspective, 2025 was a year of strong momentum and sustained growth. TransPerfect’s Healthcare Practice Group achieved <strong>13.6% year-over-year growth</strong>, welcoming several Fortune 500 organizations and leading nonprofit integrated delivery systems to our client portfolio. This expansion was fueled not only by increased demand for traditional translation and interpretation, but also by growing adoption of our contact center, digital accessibility, and AI-enabled healthcare language services.</p><h2>Expanding Access Through Scalable Healthcare Contact Center Services</h2><p>One of the most significant growth areas in 2025 was our expanded contact center offering. We scaled our <a href="https://transperfectconnect.com/contact-center-solutions">onshore and nearshore contact center operations</a> to support health plans with inbound and outbound member communications, quality assurance programs, and multilingual outreach initiatives. For hospital systems and provider networks, our teams delivered appointment scheduling, patient access, and administrative support services designed to reduce friction, improve access to care, and enhance the overall patient experience.</p><p>These healthcare contact center services enabled organizations to extend their reach without compromising quality, while also supporting compliance with language access requirements and service-level expectations.</p><h2>Accelerating Compliance with AI-Assisted Healthcare Translation</h2><p>To address the increasing urgency of time-sensitive healthcare communications, TransPerfect launched <strong>AI/LLM-enabled translation workflows</strong> designed specifically for regulated healthcare use cases. These solutions supported rapid four-hour turnaround for critical materials such as Appeals & Grievances, clinical correspondence, and patient discharge instructions.</p><p>By combining AI-driven speed with human linguistic oversight, clients were able to meet strict CMS timelines while preserving accuracy, consistency, and clinical integrity—demonstrating how responsible adoption can enhance, rather than replace, human expertise within AI-assisted healthcare translation workflows.</p><h2>Advancing Language Access with 24/7 Interpretation Solutions</h2><p>In 2025, we introduced a new <a href="https://transperfectconnect.com/opi/video-remote-interpretation">24/7 video remote interpretation (VRI) platform</a>, accessible via mobile and desktop applications. This platform provides on-demand access to American Sign Language and high-demand spoken languages, supporting equitable communication across clinical, administrative, and digital environments.</p><p>To further strengthen quality and accountability, we also launched a <strong>real-time interpreter experience measurement</strong> solution for over-the-phone interpretation programs. Through after-call surveys, healthcare organizations can capture immediate feedback from members and staff, generating actionable insights that support continuous improvement and provide valuable documentation for NCQA accreditation and audits.</p><h2>Leading the Industry with AI Interpreter Technology</h2><p>A major milestone in 2025 was TransPerfect’s successful deployment of an <strong>enterprise-grade AI interpreter platform with human fallback</strong>—a first for the healthcare language services industry. This solution enables sub-second access to AI-powered interpretation, while allowing seamless escalation to a healthcare-trained human interpreter when clinical complexity, sensitivity, or regulatory requirements demand it.</p><p>This hybrid approach empowers healthcare organizations to balance speed, cost efficiency, and compliance, while maintaining patient safety and trust.</p><h2>Delivering Comprehensive ADA and CMS Accessibility Services</h2><p>Accessibility remained a core focus throughout the year. TransPerfect continued to scale our <strong>ADA and CMS accessibility services</strong>, delivering fully compliant alternate formats, including Braille, large print, accessible digital files, data CDs, and Section 508 remediation. These services ensured member communications met evolving CMS guidelines while supporting inclusive access for individuals with visual, auditory, and cognitive disabilities.</p><h2>Looking Ahead</h2><p>While 2025 was defined by growth and innovation, our mission remains unchanged: to help healthcare organizations improve access, elevate patient and member experiences, and remain compliant in an increasingly regulated environment. As we look ahead to 2026, TransPerfect remains committed to advancing responsible AI, championing healthcare compliance and accessibility, and partnering closely with healthcare leaders to shape the future of equitable care.</p><p>To learn more about how TransPerfect can support your organization—or to schedule a complimentary <strong>AI Innovation Day</strong>, please contact us at <a href="mailto:HealthcareInnovation@transperfect.com."><strong>HealthcareInnovation@transperfect.com</strong></a></p></div> </div> </div> </section> </div> </div> </div> <div class="t-post-info-author"> <div class="t-post-info-author-image"> </div> <div class="t-post-info-author-content"> <div class="field field--name-field-t-post-info-author-name field--type-string field--label-hidden field__item">By TransPerfect Medical Benefits Team</div> <div class="field field--name-field-t-post-info-author-pos field--type-string field--label-hidden field__item">Jack Meere, Senior Director, Business Development</div> </div> </div> </div> </div> </section> </div> </div> <div class="field field--name-field-blog-topic field--type-entity-reference field--label-hidden field__items"> <div class="field__item"><a href="/blog/category/medical-benefits" hreflang="en">Medical Benefits</a></div> </div> <div class="field field--name-field-blog-industries-categories field--type-entity-reference field--label-hidden field__items"> <div class="field__item"><a href="/resources/category/healthcare" hreflang="en">Healthcare</a></div> </div> Wed, 28 Jan 2026 16:03:19 +0000 rbisht 66621 at https://www.transperfect.com