Medicare: Callers Can Access 1-800-MEDICARE Services, But Responsibility Within CMS for Limited English Proficiency Plan Remains Unclear
DIANE Publishing, 2009 - 64 pages
The Centers for Medicare and Medicaid Services (CMS) is responsible for providing beneficiaries timely and accurate information about Medicare. Receiving nearly 30 million calls in 2007, 1-800-MEDICARE, operated by a contractor, is the most common way members of the public get program information. The help line provides services both to English-speaking and limited English proficiency (LEP) callers. This report describes: (1) the extent to which access performance standards and targets have been met by the current contractor; (2) the efforts by CMS to provide LEP callers access to help line services and wait times experienced by these callers; and (3) CMS's oversight of callers' access to 1-800-MEDICARE and the information's accuracy. Illus.
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1-800-MEDICARE contractor 13 months 2007 July June 2007 through July access to 1-800-MEDICARE Access to Services According to CMS answering calls Appendix Average Caller Wait average handle award fee beneficiaries Call and Language call volume forecasting claims inquiries CMS monthly data CMS officials CMS’s Complexity of Call contact center contractor’s performance CSRs Responding current 1-800-MEDICARE contract current contract customer satisfaction surveys durable medical equipment ensure callers evaluation period Executive Order 13166 federal agencies HHS LEP Plan identified improve JMAMF July 2008 Figure June May Apr language line Language of Caller less Yes MEDICARE contractor Medicare inquiries Medicare Part D Medicare Prescription Drug metrics and indicators minutes Monthly Average Wait October 30 performance standards prescription drug provide LEP callers reach a CSR Responding to English responsibility scripts September 2007 Spanish telephone Tier 2 CSRs TQC contractor Type and Complexity unhandled CSR call wait time standard