CMS Selects IMPAQ International to Evaluate Medicare Part C and Part D Plan Sponsors’ Call Centers

Columbia, Maryland


September 24, 2013

IMPAQ International announced today that it has been awarded a 5-year, $7.65 million contract by the Centers for Medicare & Medicaid Services (CMS). Under the contract, IMPAQ's Survey Operations team will work to evaluate “Medicare Part C and Part D plan sponsors’ call center availability and responsiveness to current and prospective enrollees and contracted providers.”

According to CMS, sponsors that provide Part C and D benefits are required to meet certain standards for providing information to current and potential enrollees and contracted providers. Part C and D call centers must provide accurate, timely information to all beneficiaries and providers, including those who do not speak English or those who are hearing impaired.

“Our role in this effort will be multi-faceted and wide-ranging,” said Lisa Lin-Freeman, Director of IMPAQ’s Survey Operations team. “Specifically, IMPAQ will be surveying Part C and D sponsors to assess whether they are meeting their customer service goals – things such as hold times and disconnect rates, interpreter availability and TTY/TDD services, and Medicare information accuracy ” added Lin-Freeman.

Dr. David Baker, IMPAQ’s Senior Vice President for Health, noted that this latest contract expands on the company’s growing portfolio of work with CMS and the Department of Health and Human Services.

“IMPAQ has been very fortunate to work with CMS in evaluating and supporting a diverse range of policies and programs related to various components of healthcare reform,” said Dr. Baker, who noted that the company was also recently selected to support CMS in its efforts to implement Federally Facilitated Marketplaces (FFM), and State Partnership Marketplaces (SPM).