“The Centers for Medicare & Medicaid Services (CMS) awards Sparksoft Corporation a prime contract to perform quality monitoring of Customer Service Representative (CSR) Spanish and English interactions in the CMS multichannel Medicare and Marketplace Contact Center Operations (CCO), including telephone, offline research and casework, written correspondence, and web chat. CCO is a toll-free, nation-wide, 24×7 Contact Center with multiple physical sites to provide customer service and address inquiries from Medicare beneficiaries, including inquiries about Medicare Parts A, B, Durable Medical Equipment (DME), Regional Home Health, Medicare Advantage (Part C) and Part D. In addition, with the advent of the Affordable Care Act (ACA), the CCO also responds to customer calls and inquiries regarding the ACA, Federal Marketplace health choices and other Federal programs and Department of Health and Human Services (DHHS) initiatives.”
“Sparksoft will provide an independent assessment via regular and ad hoc reports on quality monitoring scores, findings, and recommendations to improve the quality of customer service provided across all CCO channels, including 1-800-MEDICARE, using CMS tools like National Data Warehouse (NDW), Next Generation Desktop (NGD), Verint, Healthcare Training and Knowledge Resources (HTKR), and Learning Management System (LMS). CCO inquiries cover the different traditional Medicare benefits and programs, as well as questions about general policies, referrals for assistance in decision making, and other individual healthcare needs that are driven by Marketplace open enrollment period, mass mailing of the Medicare & You handbook, annual beneficiary enrollment in prescription drug plans, managed care non-renewal notices, managed care Fall enrollment period, and information sent by the Social Security Administration (SSA) each December concerning cost of living adjustments and Medicare premiums for the next calendar year…” Read the full press release here.
Source: Sparksoft Awarded Prime Contract to Perform CMS Contact Center Independent Quality Assurance (IQA) – April 30, 2021. Sparksoft.
Sparksoft was named to the list of NXT UP firms poised to make big waves in the Federal sector in 2020 and for years to come.