Below news
report are links to testimony and video of hearing.
Sept. 12, 2008 -
CMS has improved 1-800-Medicare, a toll-free telephone line that
beneficiaries can call for information on the prescription drug benefit,
but the agency needs to address some serious problems that remain before
the next annual enrollment period begins on Nov. 15, advocates for
seniors and lawmakers said on Thursday during a hearing of the
Senate Special Committee on Aging,
CQ HealthBeat reports.
CMS has five call centers nationwide for the
telephone line, which served about 30 million callers in 2007.
During the hearing, advocates cited a number of
problems with the telephone line, such as long wait times and customer
service representatives who provide incorrect information. In addition,
advocates said that the telephone line uses a set of menu options that
can confuse callers and often drops calls.
Advocates also said that callers often cannot hear
the information provided because of static and that customer service
representatives refer about one-fourth of questions to "benefit
specialists" who return calls but do not leave return telephone numbers.
According to Senate Special Committee on Aging
ranking member Gordon Smith (R-Ore.), an investigation he conducted
found that the telephone line has wait times as long as one hour during
high-volume periods and that customer service representatives use
"jargon filled and error-ridden scripts."
CMS Response
CMS Acting Administrator Kerry Weems said that the agency plans to
make several improvements to the telephone line within the next year,
such as a "virtual callback option" that would allow callers to receive
a return call and maintain their place in queue, and improved training
for customer service representatives.
In response to a question from Smith about whether
CMS had adequate funds to conduct "sufficient and robust training" for
customer service representatives, Weems said that Congress during the
last four years had allocated $928 million less than President Bush
requested for the agency's operational budget, which includes funds for
the telephone line (Carey, CQ HealthBeat, 9/11).
●
C-SPAN on Thursday broadcast the hearing (C-SPAN, 9/11).
● In addition, ABC's "Good
Morning America" on Thursday reported on problems with the telephone
line ("Good Morning America," ABC, 9/11).
Extra payments pushed to $33 billion since 2004, will
remain significant even after payment reductions in new legislation