December 5, 2022

CMS announced continued monitoring for Medicare Part C and Part D plans in their 12/1/2022 memo, here.

The Timeliness Study measures Part C and Part D current enrollee call center telephone lines and pharmacy technical help desk telephone lines to determine average hold times and disconnect rates. This study is conducted over four consecutive weeks each quarter.

The Accuracy & Accessibility Study measures Part C and Part D prospective beneficiary call center telephone lines to determine (1) the availability of interpreters for individuals, (2) teletypewriter (TTY) functionality, and (3) the accuracy of plan information provided by customer service representatives (CSRs) in all languages. Languages tested in 2023 are unchanged from 2022 and will include English, Spanish, Cantonese, Mandarin, Vietnamese, French, and Tagalog. This study will be conducted from approximately February through June 2023.

BluePeak can help. Introducing BluePeak University Call Center Boot Camp; Your solution for successful 2023 Call Center Monitoring. Sign up and begin training in time for the New Year!

BluePeak University’s Call Center Boot Camp is a 60-minute course that outlines how to identify various requests that may come into your call center, pointers and techniques for call center staff to use, and regulatory requirements that apply to each of the identified requests. The training will provide staff with necessary background and guidance to effectively manage different call types and resolve member questions and concerns on the first call as often as possible. Upon completion of the Call Center Boot Camp training, staff will be able to:

  1. Identify different call types, including grievances
  2. Demonstrate an understanding of the importance of proper classification of call types
  3. Document complete and accurate call summaries
  4. Implement strategies for obtaining first call resolution consistently

BluePeak University courses are developed by our experienced and seasoned subject matter experts (SMEs). Trainings are interactive and contain knowledge checks throughout and/or formal scored quizzes upon completion of the course. All training is self-paced, computer-based learning accessible online 24/7 using any device. To learn more about our entire customer service and other curriculum offerings, visit us at Curriculum Packages - BluePeak University - Online Learning - or contact us today

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BluePeak Advisors is a division of Gallagher Benefit Services, Inc.