Understand what CMS is evaluating — and how interpreter performance impacts monitored call outcomes.
CMS call center monitoring assesses how effectively health plans support members in their preferred language. Interpreter access, call flow efficiency, and accuracy all play a role during monitored test calls.
This study provides a practical overview of:
- What CMS evaluates during call center monitoring
- Where plans are most at risk during test calls
- How interpreter quality affects speed, accuracy, and compliance
- Steps plans can take to improve monitoring readiness
Prepare your call center for upcoming CMS monitoring period.