United States Government Publishing Office publisher pbl distributor dst United States Government Accountability Office author aut Government Organization text government publication eng GAOREPORTS Legislative Agency Publications gao legislative 2010-08-12 U.S. Government Printing Office 2004-07-16 monographic deposited born digital 36 p. GA 1.13:GAO-04-669 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-04-669 P0b002ee18038ce8f f:d04669 DGPO 2010-08-12 2011-03-23 GAOREPORTS-GAO-04-669 machine generated eng fdlp REPORT GAOREPORTS-GAO-04-669 GAO-04-669 Customer service Data integrity Evaluation methods Health care programs Information resources management Monitoring Performance measures Telecommunication Telephone Policies and procedures Medicare Program Other Written Product A10933 In 2002, GAO reported that the Centers for Medicare & Medicaid Services (CMS) needed to improve its communications with providers who deliver medical care to beneficiaries. GAO reported that 85 percent of the responses it received to 61 calls made to call centers operated by Medicare carriers--contractors that help manage the Medicare program--were incorrect or incomplete. GAO also found that CMS's primary oversight tools were insufficient to ensure accuracy in communication. GAO was asked whether call centers now provide correct and complete information to providers. GAO (1) reviewed carriers' effectiveness in providing correct and complete responses to policy-oriented telephone inquiries and CMS's efforts to improve communications with providers and (2) evaluated CMS's efforts to provide oversight of carrier call centers. https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-04-669/html/GAOREPORTS-GAO-04-669.htm https://www.govinfo.gov/content/pkg/GAOREPORTS-GAO-04-669/pdf/GAOREPORTS-GAO-04-669.pdf GAO-04-669 https://www.govinfo.gov/app/details/GAOREPORTS-GAO-04-669 Other Written Product GAO-04-669; Medicare: Call Centers Need to Improve Responses to Policy-Oriented Questions from Providers; Customer service Data integrity Evaluation methods Health care programs Information resources management Monitoring Performance measures Telecommunication Telephone Policies and procedures Medicare Program Volume 117 Page 2066 117 Stat. 2066