Award Fee Provider Customer Service Program - Accuracy
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:
09/10/2024 06:06 PM