Program_Memos / 2001 / AB-01-55

Why This Topic Matters

It matters because it defines the information Medicare contractors were asked to gather for call center oversight and future performance standard development. Readers can use it to assess whether the article applies to call center operations, reporting workflows, or historical HCFA program guidance.

Article Sections

1. Program Memorandum Overview

   Introduces the memorandum, its purpose, and the context for Medicare contractor call center information collection. Summarizes the intended use of the reported data and the overall reporting approach.

2. Monthly reporting and data submission requirements

   Describes the initial and ongoing submission schedule, reporting format expectations, and data availability considerations. Explains the general handling of missing information and the source systems used for reporting.

3. Call center performance measures

   Outlines the categories of call center metrics requested for monitoring and comparison. Covers traffic, responsiveness, resolution, staffing, and related operational measures at a broad level.

4. Implementation and contact information

   Provides the effective date, implementation date, retention timing, and contact reference for questions. Includes closing administrative information related to the memorandum.