Why Piedmont Global
The Centers for Medicare & Medicaid Services (CMS) is a federal agency responsible for administering the Medicare program and collaborating with state governments to manage Medicaid, the Children’s Health Insurance Program (CHIP), and health insurance portability standards.
CMS Star Ratings can make or break your plan’s reputation and reimbursement. As your Strategic Globalization Partner, Piedmont Global equips your customer service teams with real-time language access, interpreter integration, and training programs that ensure Limited English Proficient (LEP) callers receive the clarity, accuracy, and respect they deserve.
Industry challenge
The Hidden Risk in LEP Calls
Build Confidence Before the Call
Our Strategic Approach
We combine cultural fluency, custom technology, and training strategies to help your team excel during CMS evaluations. Our approach ensures that LEP members receive the same quality of care as English speakers — and that your Star Rating reflects it. We don’t just provide interpreters — we create the systems and strategies that help you pass CMS test calls with confidence.
Interpreter Access in Seconds
Phone and video solutions integrated into your workflows.
Team Training & Simulation
Practice test calls that prepare reps for real CMS evaluations.
Process Optimization
Reduce hold times and streamline routing for compliance.
Data-Driven Insights
Track performance across CMS languages: Spanish, Mandarin, Cantonese, French, Vietnamese, and Tagalog.
Case study
Winning Back Stars
A Medicare Advantage plan faced declining star ratings due to repeated CMS test call failures with LEP patients. Within six months of partnering with Piedmont Global, their customer service team improved interpreter connection times by 60% and reversed their rating decline.
"Piedmont Global transformed how we support our LEP members. Our CMS rating — and our confidence — is stronger than ever."
Maximize Your CMS Star Rating
With Piedmont Global, you don’t just prepare for CMS test calls — you elevate your entire member experience. Outcomes include:
- Higher CMS Star Ratings and incentive payments
- Reduced compliance risk with LEP members
- Faster interpreter connections across 6+ CMS languages
- Improved patient/member satisfaction scores (CAHPS & HCAHPS)
- A customer service team that’s confident, compliant, and ready for CMS