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.
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