Spanish Words We Use are now available
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Improving the Customer Experience with Clear and Simple Communications Spanish Words We Use are now available At CIGNA, our mission is to help the individuals we serve improve their health, well-being, and sense of security by giving them helpful information, trusted support, and excellent service. Our extensive Voice of Customer research tells us that the first step in delivering an exceptional customer experience is to make helpful information easy to obtain. One of the ways we do that is to communicate simply, consistently, and in ways our customers find personally relevant, compelling, and easy to understand. That is why we're asking all CIGNA employees to use the Words We Use every time they interact with customers, clients, and even with each other! We’re taking clear communications one step further with We want to share these guidelines with our clients because the new Spanish Words We Use. The Spanish Words We Use you are such an important source of information for your are appropriate for communicating verbally with Spanish- employees. Some clients have already asked for these speaking individuals. Spanish is the second most frequently guidelines and we hope that you too, can help increase your spoken language in our customer base. Communicating with employees' understanding of your communications. customers in their preferred language makes it easier for them to understand and trust us, and encourages active participation in improving their health, well-being and sense of security. 839201 10/10 Words to avoid (English) Words to avoid (Spanish) activate Replace with (English) Replace with (Spanish) activar start, motivate (as an industry – CDH - term it was more about getting people engaged in health and health care) iniciar activation date fecha de activación start date fecha de inicio advise asesorar give let you know tell brindar informarle comunicarle advocacy asesoramiento help (often found in a heading) coaching ayuda asesoramiento advisor advocate asesor defensor health advocate asesor médico authorize autorizar approve aprobar (approve) authorization autorización approval aprobación benefit beneficio coverage covered services cobertura servicios cubiertos carry over funds trasladar fondos last year’s unused funds money left in your account from last year fondos no usados del año anterior coinsurance co-seguro coinsurance, (include the following definition on first reference): co-seguro, pero incluir una definición en la oración. n coinsurance is a percentage – or part – of the cost of services you pay after your plan begins to pay n el co-seguro es un porcentaje o una parte del costo de los servicios que usted paga después de que su plan empiece a pagar. consumer consumidor customer person people you the person’s name asegurado persona personas usted el nombre de la persona coordination of benefits COB coordinación de beneficios COB other insurance you may have otro seguro que pueda tener co-pay copayment copago copago you pay copay (no hyphen) and (do same as with coinsurance and deductible. Give them our simple def.) usted paga copago coverage period contract year período de cobertura año de contrato plan year año del plan deductible deducible deductible, but explain what it is at first mention deducible (cantidad que el asegurado debe pagar antes de que el plan medico comience a pagar) discount descuento discount, but describe descuento, pero describir Words to avoid (English) Words to avoid (Spanish) facility Replace with (English) Replace with (Spanish) instalación hospital lab skilled nursing facility, etc. hospital laboratorio instalación de enfermería especializada clinica etc. forfeited perdido/a(s) lost perdido/a(s) formulary formulario drug list lista de medicamentos goal goal amount meta cantidad meta beginning balance mail order pedido por correo home delivery entrega a domicilio member miembro customer person you the person’s name asegurado persona usted el nombre de la persona member liability pago del miembro you pay your liability lo que usted debe pagar the amount you need to pay usted paga la cantidad que usted debe pagar su responsabilidad financiera patient liability* pago del paciente your responsibility network savings ahorros de la red discount, but describe descuento out-of-pocket OOP desembolso OOP the total of all your payments before the insurance pays at 100% (may or may not include your deductible) el total de todos sus pagos antes de que el seguro pague en un 100% (puede o no incluir su deducible) you can use “out-of-pocket” if you explain it in the context of the sentence. outreach telephonically comunicarse telefónicamente call llamar see member participant PCP PCP primary care physician primary doctor médico primario médico primario médico de cabecera physician médico doctor médico portal mortal website sitio web pre-authorization precert preautorización precertificación precertified precertification, also explain the concept precertificado/a(s) precertificación preautorización Words to avoid (English) Words to avoid (Spanish) provider ancillary ancillary provider proveedor auxiliar proveedor auxiliar Replace with (English) Replace with (Spanish) when referring to all use health care professionals, health care facility, or health care facilities when referring to a single health care professional or facility, use: profesionales de atención médica centro medico dentist doctor nurse pharmacist hospital lab pharmacy etc. dentista médico enfermero farmacéutico hospital laboratorio farmacia etc. roll-over funds fondos reinvertidos last year’s unused money you can use this year money from last year that you can use this year fondos no usados del año anterior submitted charges cargos presentados amount billed cantidad facturada suspended suspendido/a(s) not active on hold inactivo (related to benefit or plan) no activo/a(s) en espera no podrá usar … telephonically by telephone outreach telephonically telefónicamente por teléfono comunicarse telefónicamente by phone call don’t use “telephonic” or “telephonically” por teléfono llamar terminate finalizar end terminar utilize utilizing utilizar que utilice use using usar que use “CIGNA” and the “Tree of Life” logo are registered service marks of CIGNA Intellectual Property, Inc., licensed for use by CIGNA Corporation and its operating subsidiaries. All products and services are provided by such operating subsidiaries, including Connecticut General Life Insurance Company and CIGNA Health and Life Insurance Company, and not by CIGNA Corporation. 839201 10/10 © 2010 CIGNA finalizar
