tci Part B Insider - 2003 Issue 7

APPEALS: Carrier Reps Catch Customer-Service Spirit

The next time you call your carrier, you may be on hold for a little less time. The Centers for Medicare & Medicaid Services has issued a Medicare Carriers Manual update instructing carriers to start keeping track of the amount of time people spend on hold, how many people abandon a call before they get to speak with someone, and how many issues the carriers can resolve in one call. It's all part of a new customer-service emphasis at the carriers, at least if CMS gets its way. CMS reminds carriers that they're supposed to respond to inquiries within...

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