This added service allows insurers to proactively measure their call center performance and potentially influence their Star Measure ratings for foreign language interpreter and TTY/TTD availability.
San Diego, CA (PRWEB) March 06, 2013
To better serve healthcare insurance providers’ evolving compliance needs, TrendSource, Inc. recently announced the addition of TTY and Interpreter Service call monitoring to their repertoire of Medicare secret shopping services.
Medicare insurance providers are now able to audit state relay services as well as call center representatives who handle calls from hearing-impaired customers using TTY/TTD machines. With the addition of foreign language Interpreter Service call monitoring, insurers are also able to assess the availability of foreign language translators as well as their ability to effectively interpret the conversation in the requested language. TrendSource utilizes Field Agents who are fluent in foreign languages and in English, so that the accuracy of information given can be evaluated. Current languages supported are Spanish, Cantonese, Korean, Vietnamese, Mandarin and Russian.
TrendSource executes both seasonal (AEP) and yearlong CMS Compliance Secret Shop Programs, providing feedback to health insurance clients in order to safeguard corporate integrity and remain compliant with the guidelines set forth by the Centers for Medicare & Medicaid Services (CMS). For program results from the 2013 Open Enrollment period, go to http://trustedinsight.trendsource.com/aep-2013-top-7-violations-identified-through-secret-shopper-compliance-programs/.
“Our enduring goal is to support clients’ compliance efforts by ensuring their sales representatives are effectively and ethically servicing beneficiaries not only during AEP, but throughout the rest of the year as well,” said CMS Compliance Program Manager, Amber Gadzinski. "This added service allows insurers to proactively measure their call center performance and potentially influence their Star Measure ratings for foreign language interpreter and TTY/TTD availability.”
After piloting these new program capabilities for several months with a handful of current clients, TrendSource has made them official service offerings and is actively recruiting individuals throughout the US to conduct these audits.
“We are looking for bilingual Field Agents with excellent writing skills to participate in the foreign language programs, as well as individuals with access to a TTY/TTD machine to help assess representatives’ ability to serve hearing-impaired customers,” said Field Services Manager, Patrice Cannataro. “Calls can be made from home or anywhere else, and each call, including input, takes around 20-30 minutes.”
Field Agents, also known as secret shoppers or mystery shoppers, evaluate the overall telephone skills, etiquette, and product knowledge of the insurance representative that answers the call. Anyone is eligible to conduct these call center audits, and they are recognized as an ideal means for earning extra income on a personalized schedule.
“There really isn’t anything hard about it,” said Carolyn Cornaghie, a retiree in Houston, TX, who has been participating as a secret shopper for years. She explained some of the different ways a secret shopper can participate in health insurance audits, “First, there are planned events, where you sit down and listen to a speaker, which take about an hour and a half. Then, there are kiosk events where you just stop by and ask questions and those only take about 30 minutes. Lastly, you can do call center audits of customer service departments, which is the least demanding.”
For more information about TrendSource Secret Shopper Compliance Programs, visit http://trustedinsight.trendsource.com/research-solutions/ or email trustedinsight(at)trendsource(dot)com. To learn more about becoming a secret shopper (Field Agent), complete the free online application at https://msi.trendsource.com/msi/Application.aspx or email medicareshop(at)trendsource(dot)com.
About TrendSource, Inc.
TrendSource provides business intelligence, customer experience insight, compliance solutions and a wide range of market research and data analysis programs. With over twenty years of experience, TrendSource’s customized solutions deliver results that quantify service gaps, provide prescriptive/corrective solutions, identify trends, and provide actionable solutions through enhanced reporting and analysis.
About MSI Services, Inc.
MSI Services is the exclusive Field Agent (secret shopper) database provider for TrendSource. While employees and clients are associated with TrendSource, Field Agents are independent contractors for MSI Services. TrendSource employees utilize the MSI database to recruit Field Agents for specific projects. Learn more about MSI and how to become a Field Agent at https://msi.trendsource.com/msi/.