July 10, 2006
Info Provided By Medicare Call Centers Often Inaccurate
"...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