2023 Call Center Monitoring Performance Metrics for Timeliness Study, Quarter 4

Relevant to: All Medicare Advantage, Prescription Drug Plan, and Demonstration Organizations

CMS monitored the timeliness of Part C and Part D current enrollee beneficiary customer service call centers’ response performance Monday through Friday, 8 a.m. to 8 p.m., in the service area for the plans from October 30 – December 1, 2023. CMS also monitored the timeliness of pharmacy technical help desk call centers’ response performance Monday through Friday, 24 hours a day, from October 30 – December 1, 2023.

See the full guidance for more information.