Cms call center monitoring (2017) _ cq fluency

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The Centers for Medicare & Medicaid Services (CMS) will continue monitoring Part C and Part D call centers in 2017. Usd to zar chart This monitoring will ensure compliance with CMS call center standards in the areas of Timeliness and Accuracy and Accessibility. Usd to myr forecast At CQ fluency, we understand the importance of call center compliance. Convert usd to zar The following information is crucial for call centers, both to provide service to some of the most vulnerable groups in our society and maintain regulatory compliance.


The Timeliness study measures current enrollee beneficiary call center phone lines and pharmacy technical help desk lines to determine average hold times and disconnect rates. Global market futures Quarterly compliance actions will be taken when an organization fails to maintain an average hold time of 2 minutes or less and/or when an organization has an average disconnect rate greater than 5%. Cad usd fx rate This study is conducted year-round and thresholds are adjusted for margin of error.

The Accuracy and Accessibility study measures organizations’ prospective enrollee beneficiary call center phone lines to determine the availability of interpreters, teletype (TTY) functionality, and the accuracy of plan information provided in all languages. Convert canadian dollars to us dollars This study is conducted from approximately February through May and compliance actions are taken when an organization’s interpreter availability is less than 75%, its TTY service score is lower than 65%, or its rate of accurately answering questions is below 75% (thresholds are adjusted for margin of error).

In order to successfully meet the requirements of these studies, it is important that organizations keep the Health Plan Management System (HPMS) up to date. Famous quotes about life and death Current, prospective, and TTY customer service call center toll-free telephone numbers must be entered in the proper locations in HPMS. Pre market oil futures If there are updates at any time during the year, please enter them into the system immediately, as a delay in updating phone number(s) will result in unsuccessful calls for your plan(s).

To successfully meet the requirements of interpretation for customers, use an interpretation service to identify the beneficiary’s language and use interpreter services personnel who are familiar with healthcare terms and Medicare benefit concepts. Cool pictures to draw easy Train customer service representatives to to connect foreign-language callers with an interpreter and ensure that the representative stays on the phone when a foreign-language interpreter joins the call. Gender spectrum test Interpreters should be available within 8 minutes of the caller reaching a CSR.

Ensure that interactive voice response (IVR) technology systems default to a live CSR or operator if the caller does not push any buttons or make a verbal selection from the options menus, as test callers will not make a selection if the instruction is only in the primary language.

A best practice is for CSRs to speak at a high level first and offer more detail if asked. Stock market opening times new years eve This is due to the time limit of 7 minutes for each of the general accuracy questions. Dollar to indian rupee exchange rate today It is important to make notes on the beneficiary’s call center record that indicates his or her preferred language. Usd to rmb converter Also, maintain and use a tracking system so that once a beneficiary’s language is identified, it is recorded for future use.

If your organization intends to implement any new technology affecting phone systems, it is vital to ensure that it will not interfere with the organization’s ability to accept calls. Dollar exchange rate in rupees All call centers must be open for calls from 8:00 a.m. Gold price in usa today to 8:00 p.m. Famous quotes on education for all of your plans’ local service areas. Usd to nzd conversion Check carefully to verify coverage for any counties that might be split into two time zones or may observe daylight savings time. Cnn after market futures Finally, ensure that your organization does not employ IVR logic that will block certain times based solely upon the area code of the caller.

If your organization uses an in-house TTY device, regularly test the device to ensure that is working properly. 1 usd to btc Have a staffing plan that includes coverage for the TTY device during the hours your call center is required to operate with live customer service representatives. Usd rate today Messages that ask a caller to leave a phone number are not appropriate and will not be counted as a successful call. Uk to usd A CSR is considered unavailable if the caller or relay operator is unable to communicate with the representative.

CQ fluency offers professional phone interpretation services that help you acquire and retain customers, lower costs, and comply with regulations regarding Limited English Proficiency populations. Us dollar to sri lanka rupee exchange rate Not only do we provide interpretation services in over 200 languages, we understand the nuances that cultural and regional differences create within a language and are equipped to help provide service specific to those differences. Dollar to euro graph For more information about our phone interpretation services, please see our phone interpretation page , or click the link below to contact us for more information.

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