Award Fee Provider Customer Service Program - Accuracy

What is measured?

This metric measured the MAC Customer Service Representative (CSR) accuracy rate when responding to Medicare policy questions as measured in the award fee plan.  
 

Performance Data

Fiscal Year

Average CSR Accuracy

Low

High

2008

76.0%

58%

87%

2009

85.0%

73%

94%

2010

89.0%

73%

96%

2011

93.0%

86%

98%

2012

92.0%

76%

99%

2013

92.9%

80%

100%

 

Trends and Observations

An overall positive trend in average performance can be observed from 2008 - 2011.  There is a slight decrease in average performance in 2012, however, from 2008 – 2013 there was a 16.9 percentage point increase in the average accuracy rate at the MACs.  

Page Last Modified:
10/06/2014 10:30 AM