CVS Health’s requirements are unique, and demand a partner that is experienced, diverse, scalable, committed, and technologically sophisticated. As the world’s largest provider of language and technology solutions, TransPerfect excels in each of these areas, and represents distinctive value to CVS Health. We are there if CVS Health needs an HR document in Spanish, a Medicare customer needs their written communication in Burmese, or if CVS Health needs a memo translated into all 64 of the ACA required languages within two weeks. No matter the language need and request, we know how to help.

We are proud of our experience with CVS Health to date. We currently have a Master Services Agreement (MSA) in place for written translation, as well as for onsite interpretation for Mercy Care, where we handle thousands of on-site interpretations per year. From a digital perspective, we translate and manage: https://www.aetnainternational.com/members/login through our GloballLink Applanga technology. This means we have established preferred rates and an agreement on legal terms and conditions. We’ve also completed and passed numerous CVS Health information security and physical security questionnaires and audits, making changes in our processes along the way to better serve CVS Health. Beyond that, we have partnered with many departments within CVS Health including the Retail/PBM team to provide a secure way for files to be transferred. By using cutting edge technology, TransPerfect is capable of encrypting files throughout all phases of the translation process, ensuring protection of CVS Health’s customers’ PHI and PII.

As mentioned above, in addition to our translation capabilities, TransPerfect offers a robust translation management technology solution, GlobalLink, which simplifies translation management and allows for a streamlined process. CVS Health has already purchased and is using GlobalLink Portal daily for translation needs across the organization. GlobalLink Portal provides an easy way to submit and track projects from a centralized, web-based platform, all while encrypting each document submitted. This platform results in higher levels of security and data protection, increased savings, and the ability to quickly access KPI data anytime. GlobalLink can also integrate with numerous Adobe platforms, including AEM and Workfront.

We are confident we are the right partner for CVS Health in 2024 and well into the future. Here is why:

• Quality: CVS Health is looking for efficiencies with languages services, but also to maintain high quality, and TransPerfect has the proven specialization and quality work in every area to support CVS Health:
  • ISO Certified Quality: We are ISO 9001:2015, ISO 17100:2015, ISO 18587, and ISO 13485 & 14971 certified and have dedicated divisions to ensure top quality and subject matter expertise. Consolidated quality control processes help ensure compliance and provides consistent and reliable customer support in local language documents.
  • Linguists & Client Expertise: Our rigorously tested TransPerfect Linguist Certification (TLC) program is designed to ensure that projects are assigned to linguists with in-depth knowledge of the industry, content type, and field.Moreover, given that our linguists are client specific, at the onset of a relationship, we are able to outline and secure preferred subject matter–specific linguists to support the content type(s) CVS Health expects will require translation work.
  • Specialization: We understand the needs from Medical Claims, Benefits, Customer Support, Marketing, Digital, etc. can vary. As such, we’ve built specific teams that have specialized processes to meet the quality requirements of each group and service line. Everyone working on CVS Health projects (from linguists to project managers to account representatives) will be specialized. For instance, TransPerfect’s Call Center supports a variety of industries, but for healthcare, we provide a specialized line of staff to ensure interpreters are subject matter experts, providing your customers top notch service.

• Innovation roadmap to drive continuous efficiency: We are committed to bringing new innovations to CVS Health so you can continue to maximize the benefits of technology and automation to reduce costs. Areas where we believe we can continue to drive efficiencies include:
  • Process automation: A key way to reduce project management time, ensure security, and mitigate risk is with our GlobalLink suite of technologies. GlobalLink contains all technology workflows CVS Health may need and you are already leveraging GlobalLink Portal IRM for document translation, as well as InterAct for On Site interpretation. With the expanded use of GlobalLink, CVS Health can expect savings to increase by up to 50%, along with a reduction in project management time by up to 40%.
  • AI and innovation tools: TransPerfect has been developing state-of-the-art technology in artificial intelligence (AI) and neural machine translation (NMT) for over 20 years, investing over $20 million annually in R&D for language technology improvements. We have developed machine translation (MT) workflows for specific content types, chatbots for facilitating multilingual communication, content generation technology, and text classification models to improve client efficiencies. CVS Health can expect to see savings of more than 48% by leveraging MT workflows.
  • Support for digitization: As content becomes more digital, we are seeing an increase in requirements for app, website, and media localization. We have developed specific technologies within the GlobalLink suite to automate this localization process and reduce the time to translate by more than 50%.
  • Constant language technology development and improvement: TransPerfect has developed a solution called SideBySide that will revolutionize how PDF localization happens, allowing for better translation memory leverage. This was specifically created for medical claims groups, as many of the documents are PDF files. This tool increases the amount of text available to leverage Translation Memory, reduces overall costs, expedites timelines by up to 40%, and increases consistency for all PDF files. TransPerfect is the only language solutions provider to have created a technology to address the challenges faced within medical claims groups. 
  • TransCheck: Furthermore, in our translation workflow, in addition to all ISO-approved and standard human quality control processes, we developed an automated quality check called Transcheck. Transcheck is able to capture a variety of errors before delivery such as glossary deviations, consistency issues, and unedited text to help ensure error-free work.

• Centralizing and One-Stop Shop: For similar healthcare organizations, we help to increase content reuse and reduce costs by 40% in the first year by centralizing language assets:
  • Multivendor support model: Many healthcare companies are looking at how to best centralize their translation assets to better recycle content TM and glossaries, drive consistency, and have better transparency in and control of their translation work. We have created a model where we can centralize and report on multivendor-related translations so CVS Health is able to get the maximum benefit from its assets, no matter the number of vendors chosen.
  • Establish total budget control: During centralization, TransPerfect will capture and consistently report on progression of CVS Health’s centralization efforts. Once efforts are centralized, CVS Health will take advantage of 100% visibility into language budgets to track costs and better predict future spend. Employing an enterprise-level localization strategy is one of the fastest, most effective ways to increase your impact multilingually. This kind of multidimensional approach will streamline your localization processes while expediting workflow timelines and enhancing ROI.
  • Expedite turnaround times: Through increased TM leveraging, machine translation capabilities, and the use of workflow technology tools, time-consuming manual processes are eliminated, shortening overall submission timelines, reducing internal project management time spent on translations, and overall reducing soft costs for translation-related projects.
  • One-Stop Shop: TransPerfect is able to fully support every service outlined in the RFP. Centralization of work to one vendor will allow for the best rate structures, centralized reporting capabilities, and efficient and superior customer service from your dedicated program management and account management teams.

TransPerfect is excited about this opportunity, and we are fully committed to ensuring the success of CVS Health’s multilingual initiatives. Should you have any questions or require additional information, please don’t hesitate to contact us!