![\"Call](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/01\/dp-394639806498364.jpg\")
\nThe Accuracy & Accessibility Study is part of the CMS Star Ratings program<\/a> and includes test calls that are made by CMS \u201csecret shoppers\u201d every year between February and June. The purpose of the test calls is to measure the accuracy of the information provided to a prospective beneficiary as well as the accessibility of interpreters in French, Spanish, Vietnamese, Cantonese, Mandarin, and Tagalog. The test callers ask a series of questions related to the plan\u2019s policy, which an interpreter must interpret quickly and accurately.<\/p>\n While call center performance represents a small portion of an organization\u2019s Star Rating, a lower rating can mean the loss of millions of dollars in reimbursements. Star Ratings are also a marker of plan quality and published on the Medicare Pathfinder (MP); if a plan receives a score of fewer than 3 stars for three years in a row, the plan is flagged with a low-performing icon. Medicare Advantage plans that receive a 5-star rating can enroll beneficiaries and market their products year-round.<\/p>\n Preparing for CMS test call season requires strategy, training, and a close-knit partnership with your organization\u2019s language services partner, but the process doesn\u2019t have to feel like a black box. Here\u2019s how you can set your organization up for success.<\/p>\n Equip Your Agents for Success <\/strong><\/p>\n It\u2019s a stressful season, and you want your agents to feel at ease and confident that they\u2019re armed with the knowledge and support they need to succeed.<\/p>\n Reinforce<\/strong> Your Call Center Operations<\/strong><\/p>\n While agents play a critical role in answering CMS auditor questions and looping in an interpreter when needed, their success hinges on the processes you put in place in the call center.<\/p>\n Choose Your Language Services Provider Wisely<\/strong><\/p>\n Whether you already have a partner in place or are evaluating potential partners, you should ensure that your language services provider is experienced with CMS call monitoring requirements.<\/p>\n Above all, ensure that everyone\u2014from your operations managers and your agents to your language services provider\u2014understands the critical importance of the CMS test call season. The process is designed to advance health equity, improve quality, and help eliminate health care disparities\u2014and it can also impact your organization\u2019s bottom line. By taking steps to prepare your agents, call center, and language services provider, you can feel confident that you\u2019re putting your best foot forward.<\/p>\n About the Author<\/strong><\/p>\n About Certified Languages International<\/strong><\/p>\n Established in 1996, Certified Languages International (CLI) provides fast and easy 24\/7 access to 2,500+ professional interpreters over phone and video in 230+ languages, servicing up to 30,000 calls per day. Interpreters with industry-specific knowledge are carefully selected and stringently vetted to ensure they can provide effective communication between parties who speak different languages, which can help build trust between businesses and their clients. In addition to remote interpreting services, CLI offers a virtual interpreter call center solution, document translation in 100+ languages, transcription (audio, video, and Braille), and assessments for bilingual proficiency and interpreter skills. The company\u2019s exemplary language services are complemented by its commitment to collaborative partnerships with clients, high-touch support, and extraordinary customer service. CLI isn\u2019t just a provider of interpreter services but also an advocate fighting for the greater good of comprehensive language access.<\/p>\n","protected":false},"excerpt":{"rendered":" The Centers for Medicare and Medicaid Services (CMS) test call season is right around the corner, which means prospective beneficiary call centers are bracing themselves for the Accuracy & Accessibility Study..<\/p>\n","protected":false},"author":754,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[12,145,134,228],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/43795"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/754"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=43795"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/43795\/revisions"}],"predecessor-version":[{"id":43805,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/43795\/revisions\/43805"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=43795"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=43795"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=43795"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}\n
\n
\n
![\"Kristin](\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2024\/01\/kristin-quinlan.jpg\")
Kristin Quinlan serves as CEO of Certified Languages International (CLI), a U.S.-based, on-demand interpreting company founded in 1996. Kristin joined the company in 1999, rising to CEO in 2006. With over 250 employees and thousands of professional interpreters, CLI is a full-service language company specializing in remote interpreting services over phone and video in 230+ languages, servicing 20,000\u201330,000 calls per day. Thousands of organizations across the country rely on CLI to help them communicate with a growing demographic of limited English proficient (LEP) speakers in every industry, including financial institutions, call centers, insurance companies, government agencies, court systems, schools, healthcare systems and medical clinics, pharmacies, utilities, telecommunications, technology, retail, and technology companies. Under Kristin\u2019s leadership, CLI isn\u2019t just a provider of interpreter services, but an advocate fighting for the greater good of comprehensive language access.<\/p>\n