Challenge

Medicare Advantage health plans understand the importance of driving higher CMS Star Survey Scores. 5-Star Survey scores correlate to:

• Millions of dollars in CMS performance incentives
• Stronger online reputation
• Enhanced standing for member plan choice among competitors
• Demonstrated excellence in quality and member experience

Solution

ResultsCX supports multiple Medicare Advantage health plan clients. To ensure 5-Star member support, the ResultsCX CMS task force focused on:

• Instituting a shared best practices repository
• Preparing for progressive ratings difficulty
• Training for accuracy and timeliness, as measured by CMS secret shoppers
• Analyzing agent patterns for better Star Survey-measured quality
• Applying skill base and competence with Star System across multiple clients