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): November 2020 – January 2021
Contact Center
|
Metric |
November 2020 |
December 2020 |
January 2021 |
|---|---|---|---|
|
Average Speed of Answer (Seconds) |
40.5 |
36.2 |
50.3 |
|
Average Talk Time (Minutes) |
6.1 |
6.1 |
6.1 |
|
Completion Rate |
99.1% |
99.0% |
98.9% |
|
IVR Handle Rate |
44.8% |
44.7% |
46.7% |
|
IVR Transactions |
1,179,157 |
1,200,922 |
1,383,185 |
|
Written Correspondence Received |
23,761 |
24,719 |
23,174 |
|
Portal Transactions Received |
17,304,695 |
18,582,160 |
18,880,482 |
Provider Outreach and Education (POE)
|
Metric |
November 2020 |
December 2020 |
January 2021 |
|---|---|---|---|
|
POE Events |
586 |
666 |
495 |
|
POE Events (Attendees) |
48,136 |
32,386 |
20,451 |
|
Self-Paced Education (Occurrences) |
1,758 |
1,828 |
1,791 |
|
Self-Paced Education (Clicks) |
713,338 |
647,333 |
734,593 |
Quality
|
Metric |
November 2020 |
December 2020 |
January 2021 |
|---|---|---|---|
|
Quality Assurance Monitoring (QAM) |
96% |
97% |
96% |
|
QCM (Privacy Act) |
98% |
98% |
98% |
|
QCM (Knowledge Skills) |
97% |
97% |
97% |
|
QCM (Customer Skills) |
99% |
99% |
100% |
|
QWCM (Privacy Act) |
99% |
99% |
99% |
|
QWCM (Knowledge Skills) |
98% |
99% |
97% |
|
QWCM (Customer Skills) |
99% |
100% |
99% |
Telecom Performance
Provider Inquiries
Top 5 Telephone Inquiries by Subcategory:
November 2020 – January 2021
Total CSR Telephone Inquiries: 1,311,696
Top 5 Written Inquiries by Subcategory: November 2020 – January 2021
Total Written Inquiries: 80,119
Each CSR call or written correspondence may cover one or more inquiries.
Provider Outreach and Education
Top 5 POE Events by Subtopic: November 2020 – January 2021
Total POE Events: 1,747
Each event may cover one or more subtopics.