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BREADCRUMB

 1. Home
 2. Blog: A TransPerfect World
 3. Breaking Barriers to Open Enrollment: Addressing Accessibility Challenges
    for Beneficiaries with Disabilities and Language Barriers


BREAKING BARRIERS TO OPEN ENROLLMENT: ADDRESSING ACCESSIBILITY CHALLENGES FOR
BENEFICIARIES WITH DISABILITIES AND LANGUAGE BARRIERS


July 14, 2023

Blog


The window to prepare for the open enrollment period is closing, with the
October 15 deadline already on the horizon.

With one in four adults in the US reporting to have some sort of disability, it
is crucial to address the challenges they may face when making decisions about
their healthcare coverage. A significant portion of the population report
obstacles stemming from disabilities or limited English proficiency during the
enrollment process. To foster a fair and inclusive healthcare environment, it is
vital to ensure that all individuals, regardless of their ability, are afforded
equal access to critical healthcare information. Let’s identify and address some
potential gaps that may complicate a beneficiary’s ability to access details
about their health plan throughout the open enrollment period.


UNDERSTANDING THE CHALLENGES:

Those with disabilities face several obstacles during the annual enrollment
period. Visual impairments can pose challenges, such as limitations in reading
fine print, or the absence of braille options. Cognitive impairments may
negatively impact a beneficiary’s understanding of complex healthcare
information while physical disabilities can make completing paper forms
difficult. These can be further compounded in cases where a beneficiary has
limited English proficiency, making it imperative to address accessibility and
translation requirements for all open enrollment plan materials to ensure
inclusivity and equal access to information.


REGULATORY COMPLIANCE AND PENALTIES:

Regulatory frameworks have been established to ensure health plans are
facilitating equitable access to this information, including Centers for
Medicare and Medicaid Services (CMS) guidelines and Section 508/Web Content
Accessibility Guidelines (WCAG).

While specific guidelines may evolve, the CMS continues to emphasize the
importance of making health plan information accessible to individuals with
disabilities and those with limited English proficiency. Their guidelines are
laid out to ensure health plan information is provided in accessible formats,
allowing individuals with disabilities to fully understand their coverage
options. These guidelines align closely with the Web Content Accessibility
Guidelines developed by the World Wide Web Consortium (W3C). Compliance with
these standards ensures that digital content, including websites and online
documentation, is accessible to all, including those with disabilities.

Key aspects of CMS guidelines include:

 * Alternate Formats: Health plans are required to offer information in
   accessible formats, such as large print, braille, and audio recordings, to
   facilitate individuals with visual/auditory/cognitive impairments or other
   disabilities that may impact reading or comprehension.
 * Auxiliary Aids and Services: Providers must provide auxiliary aids and
   services to assist individuals with disabilities in accessing and
   understanding plan information. This may include interpreters, translation
   services, and accessible technology options, such as specially designed
   applications, devices, and digital platforms.
 * Training and Compliance: CMS guidelines highlight the importance of training
   staff members to communicate effectively with individuals who have
   disabilities or limited English proficiency. Programs may include online
   modules, in-person training sessions, or a combination of both. CMS provides
   resources and materials to assist health plans when developing accessibility
   training for staff, ensuring they are adequately equipped to support all
   beneficiaries during the open enrollment period, regardless of ability. 


BRIDGING ACCESSIBILITY GAPS & EXPANDING OPTIONS FOR MEMBER ENGAGEMENT:

Health plans are encouraged to proactively identify and bridge accessibility
gaps as early as possible when preparing for open enrollment season. The first
step is partnering with an experienced vendor to assess accessibility options
against regulatory guidelines and highlight areas of opportunity for
improvement. For example, a plan that is already providing large-print
materials, braille options, audio recordings, etc. may notice gaps in staff
training and ability to handle inquiries from disabled or limited English
proficient beneficiaries sensitively and effectively. Once the issue has been
ascertained, plans can take steps to ensure holistic accessibility options are
available throughout all mechanisms of the enrollment process.

As a result, health plans are in a stronger position to enhance member
engagement and drive enrollment numbers. Accessible formats, such as large-print
materials, audio descriptions, and multilingual translations, enable prospective
beneficiaries to understand their coverage options and make informed decisions.
This inclusive approach also fosters trust, improves communication, and
strengthens the relationship between health plans and beneficiaries.


CONCLUSION:

Between now and the October 15 deadline, health plans should seek to prioritize
accessibility in their plan materials and documentation. Recognizing and
bridging accessibility gaps in adherence with CMS guidelines and Section
508/WCAG requirements can drive member engagement and mitigate potential
compliance risks. Partnering with a trusted vendor to create and implement a
robust accessibility framework for the open enrollment period ensures a seamless
experience for beneficiaries, empowering them to make the best decisions about
their coverage options.

The reliable partner can ensure compliance with regulatory standards, provide
expertise in accommodating beneficiaries with disabilities, and offer scalable
solutions to remediate plan materials in a timely, accurate manner.

TransPerfect is trusted by leading health plans in the US to manage their
remediation and translation efforts throughout the open enrollment season, and
throughout the year. Reach out today to learn more about our accessibility
solutions designed with health plans and their beneficiaries in mind.


Jack Meere
Senior Director TPT
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