Common use of Written Materials Critical to Obtaining Services Clause in Contracts

Written Materials Critical to Obtaining Services. (A) The Contractor shall make its written materials that are critical to obtaining services, including, at a minimum, provider directories, Enrollee handbooks, Appeal and Grievance notices, and denial and termination notices, available in the prevalent non-English languages in its particular Service Area. (B) The Contractor shall include taglines that: (1) are in the prevalent non-English languages in the State; (2) are in a conspicuously visible font size; (3) explain the availability of written translation or oral interpretation to understand the information provided at no cost; (4) provide information on how to request auxiliary aids and services and that they are provided at no cost; and (5) include the toll-free and the TTY/TDD telephone numbers of the Contractor’s Member Services/customer service unit.

Written Materials Critical to Obtaining Services. (A) The Contractor shall make its written materials that are critical to obtaining services, including, at a minimum, provider directories, Enrollee handbooks, Appeal and Grievance notices, and denial and termination notices, available in the prevalent non-English languages in its particular Service Area. (B) The Contractor shall include taglines that: (1) are in the prevalent non-English languages in the State; (2) are in a conspicuously visible font size; (3) explain the availability of written translation or oral interpretation to understand the information provided at no cost; (4) provide information on how to request auxiliary aids and services and that they are provided at no cost; and (5) include the toll-free and the TTY/TDD telephone numbers of the Contractor’s Member Services/customer service unit.

Written Materials Critical to Obtaining Services. (A) The Contractor shall make its written materials that are critical to obtaining services, including, at a minimum, provider directories, Enrollee handbooks, Appeal and Grievance notices, and denial and termination notices, available in the prevalent non-English languages in its particular Service Area. (B) The Contractor shall include taglines that: (1) are in the prevalent non-English languages in the State; (2) are in a conspicuously visible font size; (3) explain the availability of written translation or oral interpretation to understand the information provided at no cost; (4) provide information on how to request auxiliary aids and services and that they are provided at no cost; and (5) include the toll-free and the TTY/TDD telephone numbers of the Contractor’s Member Services/customer service unit.