Cultural Competency and Language Access Services

At AmeriHealth Caritas Florida, we recognize the increasing population growth of racial and ethnic groups in our communities, each with their own cultural traits, linguistic needs and health profiles. We understand that it is our responsibility, along with that of our extensive provider network, to effectively connect with our diverse member population.

AmeriHealth Caritas Florida's Cultural Competency Program (CCP) encompasses quality improvement initiatives and interventions to ensure that all members, regardless of their country of origin, primary language, race, ethnicity or cultural background are served in a manner that is respectful of, and appropriate to, their cultural and linguistic needs.

The program utilizes the national Culturally and Linguistically Appropriate Services (CLAS) standards (PDF) developed by the United States Department of Health and Human Services' Office of Minority Health, as the guide and baseline of standards.

View our CLAS Program Description for Providers (PDF).

Culturally and linguistically appropriate services (CLAS) training (PDF).

Serving members with limited English proficiency

Communication, whether written, verbal, or "other sensory" modalities, is the first step in establishing a relationship with our members. The key to ensuring equal access to benefits and services for Limited English Proficiency (LEP), Low Literacy Proficiency (LLP), and sensory impaired members, is effective communication.

Our members have the right to receive oral interpretation services free of charge. This includes telephonic interpretation as well as in-person interpreter assistance at their provider visits. Telephonic interpretation is available in over 200 languages and is available 24 hours a day, 7 days a week.

Please call Member Services at 1-855-355-9800 to access these free services.

Learn more about our Provider flowchart for accessing no-cost interpretation service for members (PDF).

The importance of health literacy

Health literacy is the degree to which individuals have the capacity to obtain, process, and understand basic health information and services needed to make appropriate health decisions.

If you have members struggling with health literacy, please refer them to AmeriHealth Caritas Florida Rapid Response at 1-855-371-8072. Case managers can help provide members with more information about their medical conditions as well as offer medication reminders and follow-up regarding their appointments or tests.

Learn how you can improve your health literacy (PDF). 

Refer to AmeriHealth Caritas Florida's Cultural Competency Program (PDF) for more information.