Outsourcing was perhaps not the best answer...BD
WASHINGTON (AP) Customer satisfaction with a toll-free help line for Medicare beneficiaries appears to be dropping based on interviews conducted earlier this year by the inspector general for the Department of Health and Human Services. The 1-800-Medicare line is a critical resource used by millions of elderly and disabled Americans, as well as their family members. Tens of thousands of people call the number each day, and on some days, the number of calls can exceed 100,000.
In the Medicare agency's official response to the inspector general's findings, which was included in the report, officials said they will be conducting a study to help determine why callers are not getting the information they need. The agency will also work to simplify choices they are provided to customers before they are transferred to a live operator.