2025 Medicare Call Center Monitoring Metrics Released
Relevant to: PDP, Part D
Each week, we scan the latest CMS memos to find the most important ones that apply for PACE programs. Below is a summary of what you need to know.
Disclaimer: The content provided on this site is a summary for informational purposes only, and Grane PBM, Inc. assumes no liability for any errors or omissions in the site’s content. The information does not constitute legal or regulatory advice or replace the original CMS memo. Readers are advised to consult the CMS memo in its entirety and to verify information independently before making any decisions based on this information.
Introduction
The Centers for Medicare & Medicaid Services (CMS) has released the 2025 Call Center Monitoring Performance Metrics for measuring accuracy and accessibility. This crucial study assessed the quality of interpreters, TTY functionality, and the precision of information provided in multiple languages by call centers servicing Part C, Part D, and Medicare-Medicaid Plans. Detailed data sets are now accessible for review on the Health Plan Management System (HPMS), providing vital insights for compliance and performance enhancements.
Key Dates and Deadlines
- The study was conducted from February 10, 2025 through May 30, 2025.
- The memorandum was issued on December 5, 2024.
- Deadline to contact CMS for errors is September 16, 2025.
PACE Compliance
This memo specifically excludes PACE contracts from the outlined call center monitoring performance metrics for accuracy and accessibility study. Therefore, there are no direct PACE compliance requirements mentioned in connection to this memo.
However, it is important for PACE organizations to maintain general compliance with all CMS guidelines and requirements, even though they are not specifically addressed in this memo. Staying informed about CMS initiatives and maintaining efficient communication and service processes is necessary for overall compliance and performance.
Although this memo does not apply to PACE contracts, ensuring accurate and accessible communication within the scope of PACE could benefit from the general principles outlined for other Medicare plans. PACE organizations should continue to focus on the following aspects:
- Ensuring the availability of language interpreters for individuals who need them.
- Maintaining effective TTY functionalities for hearing-impaired beneficiaries.
- Providing accurate plan information by customer service representatives.
These elements contribute to the quality of service and can indirectly support PACE compliance in providing accessible and accurate information to all enrollees.
Required Actions
1. Review the 2025 Performance Metrics for the Accuracy and Accessibility Study as available in the Health Plan Management System (HPMS).
2. Access and download the performance metrics data and the call-level raw data from HPMS by following the instructions provided for accessing data related to Part C and Part D results.
3. Validate the results and reach out to CMS via CallCenterMonitoring@cms.hhs.gov if any errors are identified, by September 16, 2025.
FAQs
- “What is the 2025 Call Center Monitoring Performance Metrics for Accuracy and Accessibility Study?”
- “How can we access the performance metrics data and reports in HPMS?”
- “What kind of data is analyzed in the Accuracy and Accessibility Study?”
- “How does CMS ensure the accuracy of plan information provided by Customer Service Representatives?”
- “What steps should we take if we believe there is an error in the call center monitoring data?”
