Multilingual Member Letter Program
Critical letters must reach members FAST – in their preferred language and format, and in full compliance with ever-changing state and federal regulations. Is your letter program built to meet your speed, volume and complexity needs?
Most letter operations weren't
designed to be multilingual...
they adapted to accessibility needs over time.
The Challenge
The result is often a patchwork of solutions solving for complexity: a supplier for Spanish here, a workaround for accessibility there, an unwieldy spreadsheet tracking state variations; until performance comes to depend on institutional knowledge rather than governed process.

It’s manageable until it isn't: CMS regulations change, internal workflows pivot and consume most of the available SLA window, and multilingual communications get what's left.

Suddenly, a critical letter reaches a Spanish-speaking member in English, or days late. That's a valued member’s experience compromised, and a potentially corrective action triggered or penalty levied.
Why It Keeps Happening
Every letter program is different.
Your specific combination of volume, turnaround times, languages, accessible formats, and state requirements is unlike another MCO’s.

A program built to support averages can't accommodate that nuance. That's the structural problem only a model configured specifically around your program can solve.
The solution: a model built for volume,
velocity and compliance
We configure a complete end-to-end operating model around your specific letter program: your volume, your SLAs, your languages, your accessibility obligations, your state requirements and your security profile.
Classification before anything moves
Each letter is classified at intake by jurisdiction, language, service line, and risk level. Controls are applied based on what that letter is and where it's going.
Automated intake built for your volume
The workflow is engineered to handle your volume patterns, including AEP surges and end-of-year utilization increases, without degrading.

Files are ingested, sorted and classified within minutes of arrival.

Proprietary anonymization technology strips PHI before content enters the translation workflow, so member data is protected at the point of processing.
Tiered human and automated review
Automation operates within defined risk thresholds. Human review is applied where compliance exposure demands it — particularly on denial letters, CMS-regulated content, and accessibility formats.

Review effort matches risk level.
Accessibility embedded, not appended
Large print, braille and 508 remediation production move with the letter, embedded in the same governed workflow as needed.
Enforcement-ready traceability
Every letter carries a complete chain of custody from intake through delivery.

When you're asked to prove your process by CMS, by a state regulator, or by your own compliance team, the documentation is ready without reconstruction.
Predictable performance.
Reduced exposure.
Less operational burden.
What Your Organization Can Achieve
Case Study

A Top-5 U.S. managed care organization. 2,000+ letters per week. A firm 3-day SLA.
No exceptions.

A chronic care letter initiative required multilingual delivery across multiple formats under strict onshore processing and SOC-2 security requirements — during a period of sustained high volume.

TDL delivered:

99%

On-time delivery across the full program

3-day

SLA maintained at peak volume

99.5%+

Accuracy on regulated content

3 formats

Large print, braille, and audio