Oral Interpretation. The MCO must make oral interpretation in all languages and sign language available to eligible individuals and members at no expense. The MCO must make written translation available, in each prevalent non- English language in its service area, as identified by ODM, for written member materials that are critical to obtaining service. The MCO must make written materials that are critical to obtaining services available to its members. Such materials include, at a minimum, marketing materials, HIPAA privacy notices, provider directories, member handbooks, care coordination materials provided to the member, grievance and appeal notices, denial and termination notices, and any other materials identified by ODM. The MCO's written materials must include taglines to the extent required by federal law in the prevalent non-English languages and in conspicuously visible font size explaining the availability of written translations or oral interpretation free of charge to understand the information provided. The MCO must make all written member materials available in alternative formats and provide auxiliary aids and services when requested at no expense to eligible individuals and members. Alternative formats must include but are not limited to Braille, large print, and audio as determined by the need of the individual member. The MCO's provision of alternative formats and auxiliary aids and services must take into consideration the special needs of eligible individuals or members with disabilities or limited English proficiency. The MCO's written materials must include the toll-free and TeleTYpe/Telecommunications Device for the Deaf (TTY/TDD) telephone number of the MCO's member services line, and information that explains how to request auxiliary aids and services, including the provision of materials in alternative formats. The MCO must notify all eligible individuals and members that information is available in alternative formats and that auxiliary aids and services are available at no charge. The MCO must ensure that all member materials are clearly legible and use person-centered, trauma-informed, and easily understood language and format. The MCO must write member materials at or below a sixth grade reading level, unless otherwise approved by ODM. If the MCO must include medical terminology that is not understandable from a layperson perspective, the MCO must offer the member an opportunity to speak to an MCO representative to explain the information. The determination of whether the MCO materials comply with member material requirements is in the sole discretion of ODM.
Appears in 4 contracts
Samples: Ohio Medicaid Provider Agreement for Managed Care Organization, Ohio Medicaid Provider Agreement for Managed Care Organization, Ohio Medicaid Provider Agreement for Managed Care Organization
