Case Study: a major regional health insurance company achieves a perfect CMS score with Harte Hanks

a major regional health insurance company reaches a perfect 5.0 in one year with Harte Hanks

The customer, a major regional health insurance company, faced a critical challenge when its customer care vendor received a poor CMS audit score of 2.5 out of 5. This low score jeopardized the company's ability to sell Medicare plans, a major revenue source. They engaged the vendor Harte Hanks and its customer care services to urgently improve their compliance and testing performance.

Harte Hanks implemented a comprehensive solution involving specialized staff education, proprietary technology to identify test calls, and predictive monitoring to score calls in real time. This approach focused on mastering Medicare protocols and the CMS testing process itself. As a result, Harte Hanks achieved a perfect 5.0 CMS audit score for the client within one year, securing their Medicare business and improving overall customer service metrics.