TrendSource Medicare Secret Shopper Compliance Programs Deliver Highest Ever Audit Completion Numbers for AEP 2014

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Mystery shopping and compliance solutions provider, TrendSource, released the results from their AEP 2014 CMS Marketing Surveillance Programs, reporting industry leading completion rates and prompting clients to engage in year-round secret shopper programs.

TrendSource AEP 2014 in Review Audit Completion Rates

TrendSource AEP 2014 in Review Audit Completion Rates

In our 5th AEP season, we've gotten to a place where we are able to more strategically guide and advise our clients on not only what type of surveillance activities they should be conducting, but also on what the compliance ‘hot buttons’ are.

Another successful Annual Election Period (AEP) is in the books for the 20+ healthcare insurance providers who utilized TrendSource for their CMS Compliance Secret Shopping Programs. Over the course of this year's AEP season, TrendSource executed approximately 4,000 audits, reporting better than a 97% completion rate for all requested audit types. For a detailed breakdown of our completion rates, visit our blog:

This year’s Annual Election Period (AEP) provided thousands of eligible seniors (55+) the opportunity to earn extra income by participating in Medicare marketing surveillance programs conducted for insurance companies. These secret shoppers – or mystery shoppers – remain instrumental in helping Medicare insurers detect prohibited activities by their sales representatives.

With such a record number of shops completed in TrendSource’s compliance monitoring program this year, there were a number of trends that came to light:

  • Prospective member call centers were very busy. While posing as prospective members, TrendSource Field Agents (secret shoppers) completing call center shops experienced highly overloaded call centers. Field Agents experienced long hold times, disconnections, and in some cases were even told to call back at a later time, or they would receive a call back later.
  • Languages are changing for interpreter services calls. CMS has communicated they will be using French and Tagalog for their Interpreter Services Monitoring calls in 2014 (in place of Russian and Korean languages). Starting in October, TrendSource began receiving requests to modify the languages used to conduct Interpreter Services monitoring calls.
  • Bound booklets are becoming increasingly more prevalent for marketing materials. Bound kits containing all necessary enrollment kit items (Enrollment forms, Summary of Benefits, Plan Ratings Information and Multi-Language information) were used in place of these items being provided as loose materials.
  • Event types were logged incorrectly. Many Field Agents experience incorrectly logged event types (ie: formal logged as “informal”). This was typically the result of events being uploaded incorrectly to HPMS.

“This year’s AEP programs were incredibly successful,” said Amber Berger, CMS Compliance Account Manager at TrendSource. “In our 5th AEP season, we've gotten to a place where we are able to more strategically guide and advise our clients on not only what type of surveillance activities they should be conducting, but also on what the compliance ‘hot buttons’ are. This guidance will become more and more important as the world of healthcare changes. We plan to be there to assist our clients mitigate the changing face of healthcare.”

TrendSource runs yearlong CMS Compliance Secret Shopping Programs for most clients, providing ongoing feedback to safeguard corporate integrity and remain compliant with the guidelines set forth by the Centers for Medicare & Medicaid Services (CMS). For more information about TrendSource Secret Shopper Compliance Programs, visit our website or email trustedinsight(at)trendsource(dot)com.

About TrendSource

TrendSource Trusted Insight provides business intelligence, customer experience insight, compliance solutions, and other market research and data analysis programs that deliver measurable ROI. With over twenty years of experience, TrendSource’s customized solutions deliver highly efficient Customer Experience Programs that quantify service gaps, provide prescriptive/corrective solutions, identify trends, and provide actionable solutions through enhanced reporting and analysis.    

TrendSource has the unique distinction as a market research organization that is an ISO9001:2013 certified company.

About MSI Services, Inc.

MSI Services is the exclusive Field Agent (secret shopper) database provider for TrendSource, Inc. While our 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

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Heather Parker
TrendSource, Inc.
+1 (619) 718-7467 Ext: 237
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