Track 4-1
Management

The Managed Care Perspective: Developing Cultural and Linguistic Services

The adoption of Cultural and Linguistic requirements under California's Medicaid Managed Care Program has significantly altered the traditional way that managed care organizations (MCOs) do business. The degree to which a managed care organization is able to implement culturally competent services is dependent upon the organization's ability to develop and embrace cultural and linguistic service policies and operational systems that are interlinked and integrated throughout all departments impacting the provision of services to enrolled members. It is the function of the Cultural & Linguistic Services Department to develop these policies, to facilitate the interface between all departments, and serve as a clearinghouse for the review of materials and systems for cultural appropriateness, as well as serving as a resource for technical assistance and cultural competency training.
 Where the MCO stands with regard to key indicators will also determine its likelihood of operationalizing culturally competent systems of care. First is the organization's baseline efficiency/competency in providing quality health care to "easier to reach, more mainstream" members. Additionally, whether there is genuine commitment by senior executive management, and whether there is qualified Cultural/Linguistic Services leadership willing to advocate for the development of such systems.
  For MCOs not as evolved as described above, regulatory agencies play a crucial role in monitoring health plans and ensuring their compliance with contract requirements and Title VI. Unfortunately, California's Medicaid experience has revealed thus far that the State regulatory agency is ill equipped to even begin to monitor cultural and linguistic service contract requirements which have been in place and operational in some counties for several years.
  All MCOs, whether they acknowledge cultural diversity or not, are spending enormous amounts of resources just on facilitating linguistic access (i.e. telephone interpreters). Assessing these costs, along with the cultural and linguistic needs of members in a broader and more integrated fashion will further the organization along the spectrum towards cultural competence. As MCOs become more advanced and evolved, they clearly recognize the financial and strategic advantage of developing culturally competent systems in an increasingly diverse and competitive health care marketplace.

Julie Matsumoto, MSPH, RD
Health Policy/Cultural & Linguistic Services Consultant
10753 Lawler Street, #3
Los Angeles, CA 90034
Phone: (310) 842-8938
Fax: (310) 683-0351

Julie Matsumoto is a consultant with a Master's Degree in Public Health who has been actively involved with health policy and health care reform with a focus on cultural competency at the local and state levels. She has been integrally involved with the development of Medi-Cal (Medicaid) managed care and the development of cultural and linguistic standards, and serves as an advisor to the California Department of Health Services in the following capacities: Member, Cultural & Linguistic Standards Task Force; Vice Chairperson, California Advisory Committee on Refugee Health. She has developed the Cultural and Linguistic Services Department for a large commercial managed care organization, and has provided leadership in implementing, integrating and operationalizing cultural and linguistic services within the organization. In this capacity, she has also been actively developing and promoting community health partnerships and community/consumer education regarding Title VI of the Civil Rights Act. This includes educating Limited English Proficient health care consumers on their rights to interpreter services and translated materials. In addition, Ms. Matsumoto has been a strong advocate for community members and agencies in having a voice in influencing health and social service policies impacting communities of color.  NEXT >

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