Annual Enrollment at Scale: How Machine Translation Supports Healthcare Communications

Saying that the Annual Enrollment Period (AEP) puts pressure on health plans is an understatement.

For payers, it’s a high-volume, high-pressure stretch where communication must be clear, timely, and accessible in every language and format. Benefit summaries, plan changes, enrollment forms, and coverage information all need to be translated and delivered under tight timelines, with no room for errors.

When translation and accessibility processes can’t keep pace, it quickly becomes obvious, not to mention risky, when it comes to CMS compliance requirements. Confusing or inconsistent messaging makes it hard for members to make informed choices. It also creates more questions for support teams and additional work for internal staff.

That’s why more health plans are considering a new strategy during annual enrollment: machine translation (MT) paired with human post-editing (MTPE). MTPE enables scale without sacrificing quality, especially for high-volume, templatized content that is part of the AEP process.

Why Open Enrollment Needs a Translation Strategy

Communicating with members during open enrollment isn’t limited to a single document or message. It’s a coordinated set of updates, notices, and instructions that need to be clear, on time, and in their preferred language or format. Many of these materials are related, so confusion in one can cause uncertainty across the board.

This might include things like Evidence of Coverage (EOC) and Annual Notice of Change (ANOC) materials, benefit overviews, legal disclosures, election forms, and website updates. Each plays a different role in helping beneficiaries understand their options and make timely decisions.

When translation efforts break down, it doesn’t just delay content or put plans at risk of meeting CMS compliance requirements. It causes misunderstandings, prompts more support requests, and forces internal teams into last-minute rework. Without a clear strategy, enrollment becomes harder to manage with each passing day.

Recent regulatory shifts, such as updates to the Affordable Care Act’s (ACA) Section 1557 and evolving Centers for Medicare & Medicaid Services (CMS) requirements, have increased scrutiny on multilingual communication. Healthcare teams must continue to navigate not only tight timelines and high volumes, but also the need to prove that communications are clear, compliant, and accessible.

Where AI and MT Make a Difference in Translation

AI or MT can be practical tools for healthcare translation, particularly for health plans managing large volumes or multiple versions of plan documents common during AEP. Machine translation and AI don’t replace human translators, but work in conjunction with them to improve turnaround times, reduce rework, and support consistency across formats and channels.

It’s worth noting that in the US, machine-translated healthcare content must always include a qualified human reviewer for it to be compliant. Section 1557 of the Affordable Care Act mandates that a qualified linguist must review any MT content to ensure it is accurate, appropriate, and safe for the end user.

During annual enrollment, MTPE can be used to process standardized documents more efficiently. This model works especially well for AEP documents, CMS Model Materials, and other outbound plan communications. These materials follow a consistent format from year to year, which makes them strong candidates for a MTPE process.

When paired with human post-editing, MTPE helps health plans meet their deadlines faster without sacrificing clarity or compliance. Here’s how it works: Machine translation handles the initial translation. A qualified linguist then reviews and refines the translated draft to ensure accuracy, consistency, and regulatory alignment. For some enrollment teams, this strategy has reduced turnaround time and cut translation costs by up to 30%, while maintaining high communication standards.

Argos helps clients apply this model where it fits. That includes identifying documents best suited for machine translation, setting review thresholds, and designing processes that preserve oversight and compliance. The result is a translation process that can keep up with enrollment season rather than falling behind.

Accessibility Is A Vital Part of the Process

Enrollment materials need to be both translated and usable, especially for people who rely on assistive formats or technologies. For healthcare organizations, accessibility requirements go beyond language. Documents may need to be available in large print, braille, or audio. Digital content often must comply with Section 508, which governs structure, navigation, and screen reader compatibility.

This applies to many of the same materials that require translation: documents like the Evidence of Coverage (EOC), Summary of Benefits and Coverage (SBC), and Annual Notices of Change (ANOC). Processing alternative formats at the same time as your multilingual requests helps teams manage accessibility and translation as a single request.

Addressing accessibility from the start shortens timelines and avoids rework. Argos supports health plans by aligning alternative formatting, translation needs, and delivery requirements early in the process. That ensures members receive the right information in a format they can use, whether that’s in their preferred language, or in English made more accessible for them by being in large print, Braille, audio or through assistive technology.

Adapting MTPE and Accessibility Strategies for Annual Enrollment

Not every healthcare organization approaches annual enrollment translation and accessibility the same way. Some have in-house language teams and established templates. Others are starting from scratch or adapting to new compliance demands. Levels of comfort with machine translation can also vary.

Argos supports teams across this spectrum. For clients already using machine translation or AI-led approaches, Argos helps refine the output and establish review practices that support accuracy and consistency.

For example, Argos regularly partners with Medicare Advantage health plans navigating CMS star ratings or evolving health equity measurement criteria. These projects often use a combination of MTPE and expert review, combined with early planning and coordination between translation and health plan teams. Integrating these requirements from the start minimizes surprises and reduces rework.

The most effective approach depends on your plan’s goals, deadlines, and internal capacity. Some projects benefit from automation using MTPE, but others may need closer collaboration during every stage.

The Real Value Happens After Enrollment

Annual enrollment puts healthcare communication strategies to the test. When translation is clear and informative, it delivers more than just timely updates. It helps people understand their coverage options and feel confident about their choices.

This is where long-term impact begins. A well-planned approach to multilingual communication improves not only operational outcomes but also the member experience. Argos supports this shift by helping healthcare organizations apply the right mix of technology and human expertise so enrollment becomes a moment of clarity, not confusion.

Want to improve your annual enrollment translation strategy? Contact us to learn how Argos supports health plans with multilingual member communications.