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): March 2022 – May 2022
Contact Center
| Metric | March 2022 | April 2022 | May 2022 |
|---|---|---|---|
|
Average Speed of Answer (Seconds) |
53.7 | 37.9 | 36.3 |
| Average Talk Time (Minutes) | 6.9 | 6.7 | 6.7 |
| Completion Rate | 98.9% | 98.9% | 98.9% |
| IVR Handle Rate | 42.7% | 41.6% | 41.9% |
| IVR Transactions | 1,381,789 | 1,217,928 | 1,224,615 |
| Written Correspondence Received | 32,175 | 26,086 | 29,074 |
| Portal Transactions Received | 22,317,487 | 20,429,388 | 20,429,422 |
Provider Outreach and Education (POE)
| Metric | March 2022 | April 2022 | May 2022 |
|---|---|---|---|
| POE Events | 542 | 563 | 584 |
| POE Events (Attendees) | 18,555 | 25,418 | 30,460 |
| Self-Paced Education (Occurrences) | 1,810 | 1,801 | 1,843 |
| Self-Paced Education (Clicks) | 897,478 | 818,343 | 763,999 |
Quality
| Metric | March 2022 | April 2022 | May 2022 |
|---|---|---|---|
| Quality Assurance Monitoring (QAM) | 96% | 99% | 98% |
| QCM (Privacy Act) | 98% | 98% | 97% |
| QCM (Knowledge Skills) | 95% | 95% | 95% |
| QCM (Customer Skills) | 99% | 99% | 99% |
| QWCM (Privacy Act) | 99% | 100% | 99% |
| QWCM (Knowledge Skills) | 98% | 99% | 99% |
| QWCM (Customer Skills) | 100% | 100% | 100% |
Telecom Performance (March 2022 - May 2022)
Provider Inquiries (March 2022 - May 2022)
Top 5 Subcategories - Telephone Inquiries
Total CSR Telephone Inquiries: 1,425,110
Top 5 Subcategories - Written Inquiries
Total Written Inquiries: 101,127
Each CSR call or written correspondence may cover one or more inquiries.
Provider Outreach and Education (March 2022 - May 2022)
Top 5 POE Subtopics
Total POE Events: 1,689
Each event may cover one or more subtopics.