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Health Care
PCG has seven years of experience working with government health care agencies such as the Centers for Disease Control & Prevention (CDC) and the Centers for Medicare & Medicaid Services (CMS).
PCG has worked with CMS to obtain feedback from Medicare beneficiaries, as well as from Medicare providers. Using all steps of our Net Impression® process, we have identified improvement priorities and developed action steps to improve performance.
Some work we have done for the CMS Program Integrity Group includes:
- Developed and administered eight surveys of Medicare providers about provider/supplier enrollment, medical reviews, and cost audits, and one survey of Medicare beneficiaries about their satisfaction with specific interactions with the fraud unit.
- Facilitated a series of action-planning sessions with a team of central and regional office CMS staff and Medicare contractor representatives. This team identified and acted on more than 30 actions to improve customer satisfaction.
- Coordinated two local action-planning projects with Medicare contractors to use the survey data to make changes designed to improve customer service and satisfaction.
- Facilitated focus groups to improve the Claims Error Rate Testing (CERT) medical record review process.
Key projects for the CMS Center for Beneficiary Choices:
- Designed and implemented a comprehensive customer satisfaction measurement plan for the 1-800-MEDICARE toll-free customer service line.
- Developed steps to improve caller service and satisfaction on key service items as identified and prioritized by callers (via Net Impression® Innovation).