The goal of the Provider Customer Service Program is to ensure providers receive accurate, consistent, and timely responses to Medicare inquiries.  Change Request 3376 required Medicare contractors to create Provider Relations Research Specialists (PRRS) to handle complex telephone and written provider inquiries.  In fiscal year 05, the Centers for Medicare & Medicaid Services (CMS) is reviewing all PRRS workload in accordance with joint signature memo JSM-05219.  All PRRS correspondence is evaluated for

• Inquiry Type;
• Quality Written Correspondence Monitoring (QWCM) scores;
• Timeliness;
• Appropriateness of the referral; and
• Type of response sent to provider (written or telephone).

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Page Last Modified: 08/06/2008 9:19:52 AM
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