August 2007
DB Will Help Centers for Medicare & Medicaid Services Assure Efficient Customer Services
DB Consulting Group, Inc., (DB) has been selected by the Department of Health and Human Services’ Centers for Medicare & Medicaid Services (CMS) to manage its quality assurance program for Medicare Provider Contact Centers.
DB will monitor the Provider Contact Centers’ customer service representatives to assess their level of providing satisfactory customer service and accurate responses to Medicare related inquiries. DB will also help CMS to further develop its quality assurance program by providing consultative services to improve the monitoring process.
DB will perform remote and direct monitoring. Remote monitoring involves listening to live calls between customer service representatives and Medicare providers to evaluate the customer service representatives’ handling of calls and the Medicare providers’ satisfaction. Direct monitoring involves calling Provider Contact Centers, posing questions to customer service representatives and determining the accuracy and completeness of the answers.
DB’s efforts will help to continuously improve the customer service and efficiency of Provider Contact Centers across the country.
Since 2004, DB’s Technical and Compliance Services division has provided monitoring, fair housing testing, research, training and technical assistance services to help improve the accuracy and quality of services provided by it clients.
For more information, contact DB’s Vice President of Technical and Compliance Services, Veralee Liban at (301) 589-4020 extension 330, or at vliban@dbconsultinggroup.com.
For more information on CMS, visit their Web site at www.cms.hhs.gov.
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