Performance Data
The Centers for Medicare & Medicaid Services (CMS) administers and oversees the Provider Customer Service Program (PCSP) at the Medicare Administrative Contractors (MACs). CMS analyzes data to identify trends and make recommendations to improve the performance of the Medicare Fee-for-Service provider contact centers, the provider self-service technology options and to increase provider satisfaction.
Key performance measures for the previous 3 months are available below so MACs can measure their performance against the national data.
Provider Customer Service Program (PCSP): August 2019 – October 2019
Contact Center
| Metric | August 2019 | September 2019 | October 2019 |
|---|---|---|---|
| Average Speed of Answer (Seconds) | 52.3 | 57.6 | 43.7 |
| Average Talk Time (Minutes) | 5.7 | 5.7 | 5.6 |
| Completion Rate | 97.6% | 96.9% | 96.5% |
| IVR Handle Rate | 50.4% | 49.1% | 48.9% |
| IVR Transactions | 2,364,581 | 2,176,701 | 2,368,958 |
| Written Correspondence Received | 35,516 | 32,377 | 35,409 |
| Portal Transactions Received | 16,231,642 | 15,353,252 | 17,757,873 |
Provider Outreach and Education (POE)
| Metrics | August 2019 | September 2019 | October 2019 |
|---|---|---|---|
| POE Events | 708 | 763 | 942 |
| POE Events (Attendees) | 19,218 | 22,737 | 34,418 |
| Self-Paced Education (Occurrences) | 1,594 | 1,578 | 1,571 |
| Self-Paced Education (Clicks) | 604,073 | 619,759 | 725,880 |
Quality
| Metric | August 2019 | September 2019 | October 2019 |
|---|---|---|---|
| Quality Assurance Monitoring | 98% | 96% | 96% |
| QCM (Privacy Act) | 98% |
98% |
98% |
| QCM (Knowledge Skills) | 97% |
96% |
97% |
| QCM (Customer Skills) | 100% |
100% |
99% |
| QWCM (Privacy Act) | 99% |
99% |
99% |
| QWCM (Knowledge Skills) | 98% |
97% |
98% |
| QWCM (Customer Skills) | 99% |
99% |
100% |
Telecom Performance
Provider Inquiries
Top 5 Telephone Inquiries by Subcategory:
August 2019 – October 2019
Total CSR Telephone Inquiries: 1,839,746
Top 5 Written Inquiries by Subcategory: August 2019 – October 2019
Total Written Inquiries: 125,544
Each CSR call or written correspondence may cover one or more inquiries.
Provider Outreach and Education
Top 5 POE Events by Subtopic: August 2019 – October 2019
Total POE Events: 2,413
Each event may cover one or more subtopics.