CMS Call Center Monitoring Study: Learn How to Secure a Five-Star Rating

The Medicare population includes seniors aged 65 and older, as well as those with permanent disabilities. This group is at the highest risk for death or serious complications from COVID-19. In fact, according to the Centers for Disease Control, this age group currently represents 75 percent of all COVID-19 deaths in the United States.

It has never been more essential that Medicare plan coverage and payment information be easy to navigate and accessible for all seniors, especially those who are limited English proficient (LEP).

According to the Centers for Medicare and Medicaid Services (CMS), nearly half of all Hispanic beneficiaries (49 percent) are LEP. Ensuring on-demand access to qualified medical interpreters, as well as translated plan information, will help reduce disparities and improve member satisfaction among this growing yet vulnerable population.

To ensure that Medicare Advantage Plans (Part C) and Medicare Prescription Drug Benefit Plans (Part D) are enabling effective communication for all seniors, CMS monitors the call centers of Medicare plans each year from February to June.

Our new ebook, “A Guide to the CMS Call Center Monitoring Study – 2022 Edition,” provides an overview of the Call Center Monitoring Study as it relates to foreign language. It also describes the study’s impact on a plan’s star rating and delivers recommendations for success.

During the testing period, CMS auditors place test calls to prospective beneficiary call centers to evaluate plan performance in assisting limited English proficient callers. The study measures the availability of an interpreter, as well as the accuracy of information provided. Most plans strive to earn a score of over 90 percent to obtain a 5-Star rating.

The 2022 guide to CMS Call Center Monitoring Study will help you:

  • Understand CMS requirements
  • Learn tips for success used by 5-Star plans
  • Optimize support from LanguageLine Solutions - partner to nearly 90% of 5-Star plans

We invite you to download our new ebook today.

FREE DOWNLOAD: Learn How to Secure a 5-Star Rating in the CMS Call Center Study