GAO calls for CMS call center improvement
Compliance Monitor, September 1, 2004
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CMS call center reps have a low incidence of accurate responses to policy-specific provider questions, according to a Government Accountability Office (GAO) report.
Only 4% of the responses GAO received in 300 test calls to 34 call centers were correct and complete.
GAO posed four policy-oriented questions 75 times each to carrier call centers. The level of correct and complete responses for each individual billing question ranged from 1 to 5%.
The majority of remaining responses were wrong, or partially right or incomplete, the report said. Several factors, including fragmented sources of information, confusing policy information, and trouble getting customer service representatives (CSR) to respond to calls, accounted for the lack of correct and complete answers.
To read the report, click here.
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