decisionhealth Newsletters, Answer Books - 2006 Issue 3 (March)
Program_Memos / 2001 / AB-01-94
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Article Overview
This article explains a CMS Program Memorandum directed to Medicare intermediaries and carriers about an online call center profiling effort. It is relevant to organizations managing Medicare contractor call centers, as it outlines the general purpose of the profile, the broad categories of information collected, and the timing and administrative context of the initiative.
Why This Topic Matters
It helps call center managers and Medicare contractor organizations understand a CMS data-collection initiative focused on call center operations, staffing, technology, inquiry handling, and customer service processes.
Article Sections
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Program Memorandum Overview
Introduces the memorandum, the issuing organizations, the transmittal information, the subject, and the overall purpose of the communication.
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Call Center Profiling Initiative
Describes the CMS effort to collect information about Medicare contractor call centers and the intended use of the profile data.
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Profile Content Areas
Summarizes the broad categories of information included in the online profile and the types of operational topics covered in each area.
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Administration, Timing, and Submission
Covers access to the online profile, completion workflow, submission requirements, and the effective and implementation dates for the memorandum.
What You Will Learn
- The purpose of the CMS call center profiling initiative
- The general categories of information gathered in the online profile
- Who the memorandum was directed to and how it was administered
- The timing, access, and submission context for the profile
- Administrative considerations for Medicare contractor call center managers
Who Should Read This
- Medicare contractor call center managers
- CMS intermediary and carrier operations staff
- Healthcare administrative and compliance personnel
- Revenue cycle and provider services teams
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