Medicare Compliance & Reimbursement

Carriers:

Three New Reasons You Can Trust Your Carrier

Get ready for an about face from your Medicare contractor's customer service center. You can now expect concrete improvements under a new customer-service program that should begin Jan. 1 2005, according to the Centers for Medicare & Medicaid Services.

A scathing August report by the Government Accountability Office (GAO-04-669) said that after performing hundreds of test calls to 34 call centers, only 4 percent of the responses received were correct and complete (for more information, see MLR Vol. 30, No. 33, p. 6).

Here are the changes that you can expect:

  • Provider self-service technology tools: With these changes, you'll get interactive voice response units for telephone inquiries, improved Web site options, and electronic copies of provider bulletins that CMS will publish and post quarterly.

  • Provider contact center improvements: CMS promises an inquiry tracking and triage process, as well as better staffing and training of customer service reps.

  • Provider Outreach and Education: This includes training tailored for small providers, "ask-the-contractor" teleconferences (ACT) and initiatives aimed at reducing the claims error rate.

    To read more go to:
    http://www.cms.hhs.gov/manuals/pm_trans/R113OTN.pdf.
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