CHPRMS 53rd Annual Conference - DO NOT USE

As healthcare organizations continue serving increasingly diverse communities, communication has become one of the
most critical factors influencing patient trust, engagement, access, and overall experience. This session explores how
healthcare organizations can move beyond basic translation services and create culturally intelligent communication
strategies that strengthen human connection, improve patient understanding, and foster trust within multicultural
communities. Drawing from firsthand experience working as a bilingual interpreter supporting injured workers during
workers' compensation medical appointments, physical therapy sessions, and perioperative communications before and
after surgical procedures, Roxana Massie shares practical insights into the emotional and communication barriers many
bilingual patients experience throughout the healthcare journey. In addition to her healthcare interpretation background,
Roxana brings expertise in integrated communication strategies through radio, digital media, AI-enhanced audience
engagement, multicultural outreach, and community-centered communication initiatives. Attendees will learn how
healthcare organizations can: improve multicultural patient engagement,strengthen community trust,enhance bilingual
communication efforts,and create more human-centered healthcare experiences through integrated communication
approaches.