CMS Seeks Feedback on Low Provider Contact Call Center Volume
Provider Feedback Requested by Monday, Dec. 21 on Why Calls Decreased in FY 2009
Issue: CMS Provider Contact Center Call Volume
Pursuant to a Oct. 29, 2009 Centers for Medicare & Medicaid Services (CMS) town hall meeting, CMS is requesting providers' help in understanding the decrease in the number of calls to the provider contact centers during fiscal year (FY) 2009.
CMS is interested in Medicare providers' thoughts about what the cause of the decrease in call volume may be. If you find that you are calling the fiscal intermediary/ carrier/ Medicare administrative contractor provider contact centers less often, CMS would like to know why (e.g., you are using more self-service resources like the Internet, better CMS education programs, absence of special CMS initiatives during FY 2009, more accurate call center representative responses, better messages to explain my payment on the Remittance Advice/ Explanation of Benefits).
CMS requests that you send in your feedback by Monday, Dec. 21, 2009, and thanks all who respond.
Please send feedback to:
R Randolph, BSN, MBA
Center for Medicare Management
Provider Communication Group
Division of Provider Relations and Evaluation
Phone: (410) 786-4008
Email: Carlene.Randolph@cms.hhs.gov
