Client Story: GT Independence
Industry: Healthcare
Scaling Language Support for Broader Healthcare Access
Language access directly impacts healthcare quality and financial performance. Without it, Limited English Proficient (LEP) patients face barriers that increase health risks, drive up costs, and reduce CMS star ratings. Structured language solutions help organizations deliver equitable care and secure financial incentives tied to compliance and patient satisfaction metrics.
Challenge
Nearly 8 million U.S. patients require healthcare services in a language other than English. To this end, healthcare organizations must communicate clearly in multiple languages to reduce compliance risks and prevent negative outcomes. GT Independence, which serves over 55,000 Medicaid beneficiaries, required a scalable, efficient language solution to meet these regulatory and consumer demands.
The team had been working with a previous language services vendor for several years but realized they needed a more flexible solution. With a rapidly growing customer base and evolving regulatory requirements, they sought a new language provider that could scale with them.
Solution
PGLS implemented a comprehensive language access program that delivered clear and accurate communication throughout the patient journey. The transition from the previous vendor was smooth and efficient, with no disruption or downtime. Before fully rolling out language support to call center representatives, GT Independence worked with PGLS to translate its website and mobile app into 12+ languages, increasing access for LEP users.
Furthermore, PGLS supported live translation for webinars and customer onboarding sessions, which were critical after the award of a major contract. This allowed all new clients to fully engage with GT Independence’s services from day one. Shortly thereafter, PGLS was integrated into GT Independence’s national call center, where we now provide interpretation services across a network of 150,000 stakeholders, including Medicaid beneficiaries, caregivers, and vendors.
Results
Providing multilingual support across digital platforms, live interactions, and administrative processes has helped GT Independence serve its community while staying compliant with Medicaid’s strict language access rules. By removing language barriers, our client has reduced administrative burdens and eliminated costly errors. This partnership has also helped GT Independence lower miscommunication and patient readmission rates, resulting in better healthcare outcomes.