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Overview

To comply with the law, health plans must:

  • Conduct an assessment of enrollee demographics

  • Identify “threshold” languages into which vital documents must be translated

  • Collect and store enrollees preferred languages and race/ethnicity

  • Proactively send translated vital documents to enrollees in threshold languages

  • Translate vital non-standard documents upon request

  • Provide verbal interpretation at CIGNA and physician or other health care professional points of contact

  • Provide training for all health plan staff that routinely interact with CALAP eligible enrollees

  • Use qualified interpreters or bilingual staff that have knowledge of medical and health care benefit terminology in the non-English language

  • Document complaints about the Language Assistance Program (LAP)

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