Pilot: How Highmark Health Options Medicaid Enrollees Can Access the Card
Medicaid enrollees have several convenient options for obtaining their language access card:
They can download and print the card template.
They can take a screenshot of the card or save the PDF directly to their phone.
They can call Member Services to request a printed card be mailed to them.
They can attend a Member Advisory Council meeting.
To further streamline the process, I collaborated with a vendor to ensure the cards were available in the online ordering portal. This portal empowered customer service representatives to easily order and ship the language access card in an enrollee's preferred language, ensuring timely and accurate delivery.
Enhancing Health Care Access
The pilot program, launched in 2023, demonstrated remarkable success, reducing hospital readmission rates by an impressive 10%. This reduction translated into an estimated cost savings of $500,000 for Highmark Health Options in its first year alone. As of 2025, language access cards are available in 29 languages and distributed across the Highmark health plan footprint and Allegheny Health Network hospital system, impacting 6+ million people.
Recognized for ImpactThe significant positive impact of this pilot program did not go unnoticed. I was honored to receive an award from the Highmark Health Equitable Health Institute's Celebrating Legacy DEI award in recognition of this initiative.
Project Credit
Chelsea Koontz | creative direction, design, strategy, process
Beth Geisler | copyediting