Info Provided By Medicare Call Centers Often Inaccurate

by Sabrina I. Pacifici on July 10, 2006

Medicare Part D: Prescription Drug Plan Sponsor Call Center Responses Were Prompt, but Not Always Accurate, Full text GAO-06-710, and Highlights, June 30, 2006. [released July 10, 2006]

  • “…customer service representatives (CSR)at 10 of the largest PDP sponsor call centers did not consistently provide accurate and complete responses to GAO’s five questions, which GAO developed using information from CMS and other sources. GAO obtained accurate and complete responses to about one-third of the 864 calls for which GAO reached a CSR. The overall accuracy and completeness rate for each call center ranged from 20 to 60 percent.”
  • Related posting, May 3, 2006: GAO Report on Medicare Website Highlights Overall Lack of Usability
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