{"id":29667,"date":"2020-10-06T00:00:12","date_gmt":"2020-10-06T04:00:00","guid":{"rendered":"https:\/\/ourpublicservice.org\/medicare-customer-support-services-2\/"},"modified":"2024-01-08T11:11:05","modified_gmt":"2024-01-08T16:11:05","slug":"medicare-customer-support-services","status":"publish","type":"page","link":"https:\/\/ourpublicservice.org\/our-solutions\/customer-experience\/y2020\/medicare-customer-support-services\/","title":{"rendered":"Medicare Customer Support Services"},"content":{"rendered":"\n
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This customer experience profile is from 2020. To view this year\u2019s profile, click here<\/a>.<\/h5>\n<\/div>\n\n\n\n
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\nUser Interactions<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Feedback<\/span><\/a>\n<\/div>\n\n\n\n
\nSocial Media Presence<\/span><\/a>\n<\/div>\n\n\n\n
\nCustomer Experience Indicators<\/span><\/a>\n<\/div>\n<\/div>\n\n\n\n
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Executive Summary<\/strong><\/h3>\n\n\n\n

By 2030, about 80 million Americans are projected to become eligible for Medicare, underscoring a need to make services easy to use for widespread adoption.1<\/sup> In 2019, satisfaction with aspects of Medicare\u2019s customer support remained high, including assistance from the 1-800 MEDICARE contact center. CMS also launched a multiyear eMedicare initiative to modernize the health care experience for patients online, on the phone and on other channels. The agency made significant upgrades to online customer options, such as a tool to help people find the best Medicare plan for their needs\u2014making it easier for customers to explore and understand plan options. <\/p>\n\n\n\n

When the coronavirus pandemic hit in early 2020, CMS successfully transitioned more than 2,000 Medicare contact center employees to telework in just a few weeks\u2014a process that agency staff estimate could normally take up to eight months\u2014largely without hindering its ability to provide customer service. <\/p>\n\n\n\n

Based on\ninsights from customer research, CMS found it can be hard\nfor caregivers to access claims information and health care records needed to\nhelp manage the Medicare benefits of people they support.  The agency is planning an option for\ncaregivers to create their own online accounts that link to the account\ninformation for the people they assist\u2014potentially allowing them to manage\nbenefits for multiple people (e.g., both their parents) with one login.<\/p>\n\n\n\n

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Data at a Glance<\/h5>\n\n\n\n
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of callers to the 1-800 MEDICARE line rated their experience as \u201cvery good\u201d or \u201cexcellent\u201d in fiscal 2019<\/p>\n<\/div>\n\n\n\n

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people were enrolled in Medicare as of June 2020<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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