An Answering Service Based in Tampa Bay That Is Helping Plans & Part D Sponsors Meet Their Medicare Call Center Requirements
In an effort to improve the service provided to Medicare recipients, the U.S. Government has updated Medicare’s communications and marketing procedures to require that all plans and Part D sponsors operate a toll-free customer service call center that has to meet strict guidelines. If your organization is impacted by these Medicare call center requirements and is looking for an economical option that will provide streamlined communication, look to Answer Excellence. Our Tampa Bay-based team has decades of experience and provides industry-best services that are flexible and secure. In fact, we’re proud to be a perennial winner of the Association of Teleservices International (ATSI) Award of Excellence.
Medicare Customer Service Call Center Requirements
Medicare’s requirements include several specific standards that Answer Excellence can meet with ease. A call center must:
- Adhere to specific informational and enrollment scripts
- Follow an explicit process for handling customer complaints
- Provide interpreter services, when requested, within eight minutes of the time of answer
- Provide TTY service within seven minutes of the time of answer
- Limit the average hold time to two minutes
- Answer 80% of incoming calls within 30 seconds
- Limit the disconnect rate of all incoming calls to 5%
At Answer Excellence, we can exceed these standards while providing an outstanding level of customer service. We allow our clients to effectively manage their client base and achieve maximum growth, and we perform bi-monthly quality control on our operators to make sure that they continue to meet our high standards.
In addition to live telephone answering services, we offer order entry, email monitoring, appointment scheduling, seminar scheduling, and much more. If you would like to speak with one of our representatives about what we can do to help you meet the Medicare call center requirements, contact Answer Excellence today. We are based in Tampa Bay, Florida, but serve the entire U.S.