Audit-Ready Language Access

Qualified interpretation, translated member materials, and documented reporting for Section 1557 compliance.

Connect Compliance and Operations

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Section 1557 and CMS Oversight

CMS continues to monitor language access under Section 1557, particularly within Medicare Advantage and federally funded programs. Health plans are expected to provide meaningful access and maintain documentation that supports regulatory review.

Health plans are expected to show:

Access for members with limited English proficiency

Access for members who are Deaf or Hard of Hearing

Use of qualified interpreters in member interactions

Documented oversight across member-facing departments

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Qualified, Compliant Interpretation

To meet Section 1557 expectations, qualified interpreters must be available across all member-facing channels.

Propio provides:

  • 24/7 qualified interpretation in 300+ languages
  • Phone and video interpretation
  • Support for enrollment, customer service, claims, appeals, and grievances
  • Interpreters trained in healthcare and insurance terminology

Translation and Required Materials

Section 1557 and CMS guidance require certain member communications to be accessible in threshold languages and alternate formats.

Propio supports:

  • Nondiscrimination notices and taglines
  • Evidence of Coverage and Summary of Benefits
  • Enrollment materials
  • Appeals and grievance communications
  • Claims-related correspondence
  • Member letters and regulatory communications
  • Large print production
  • Braille production

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Documentation and Reporting

Providing language access is only part of compliance. Demonstrating when and where it was delivered requires centralized reporting. Propio Analytics provides:

Encounter-level reporting by department or business unit

Language demand tracking

Modality usage visibility

Centralized records across enrollment, claims, and member services

Documentation to support CMS audits and internal reviews

Centralized Oversight Across Member-Facing Functions

Language access within health plans often spans multiple departments and vendors. Fragmented documentation increases audit risk and complicates regulatory response.

Propio supports:

  • Qualified interpretation across member-facing departments
  • Translation of regulated member communications
  • Consolidated reporting across business units
  • Standardized workflows
  • Reduced reliance on informal or untracked solutions

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Security and Vendor Risk Alignment

Healthcare compliance includes vendor security and documented process controls. Propio maintains:

HIPAA Compliance Certified

Support secure communication and protected data handling through HIPAA-compliant workflows and certified processes.

SOC 2 Type II Certified

Independent audits verify the effectiveness of Propio’s security controls, policies, and operational safeguards.

HITRUST Certified

HITRUST certification validates security controls designed to protect sensitive information and support risk management.

ISO 17100

Defined standards for translator qualifications and translation workflows.

ISO 9001

Documented quality management processes and process controls.

ISO 13485

Quality standards for language services supporting medical and healthcare organizations.

ISO 18587

Standards governing human post-editing of machine-translated content.

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