CONTRA COSTA HEALTH PLAN’S LANGUAGE ASSISTANCE DATA BASE MEMBER SERVICES STAFF TRAINING

The collection of Spoken/Written Language, Race and Ethnicity is meant to be at the end of a call; after a member has been helped with the issue they called about.


Add this step to your conversation at the end of the call as a verification process. This sentence has been shown to be effective:


“We are verifying that we have the most accurate information about our members on file.”


Then proceed to ask the four questions listed below.


Notice that the top 15 (most frequent) are at the top of the list; the complete list follows at the bottom. At the end, ask if the information applies to all family members. If it does check all family box in left corner of the screen, if it does not enter the family members individually.


Quick tips:


Tab—will move the cursor to the next field. Example: from Spoken Language to Written Language.


Pressing a letter: Example “S” will take to the cursor to Spanish in the top 15 list, by pressing S again will take you to Samoan, then Sangho and so on….



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