It’s officially summer, and we all know what that means! No, not sunshine, 4th of July BBQs …those in the Medicare world know that summer means the Medicare Annual Enrollment Period (AEP) is fast approaching.
Human nature ensures that we are constantly comparing our performance to others. The questions on all of our minds are...Am I normal?Are my organizational issues the same as others? To support our clients in answering these questions with regards to top violations of CMS Marketing Guidelines in the 2014 AEP season, we’ve listed the common threads that we saw below. Were these the issues you saw in your organization?
Another successful AEP Secret Shopping season here at TrendSource has come to a close! We completed an impressive ~4,000 compliance audits in an eight-week period. Take a look at our overall completion numbers and percentages below. The below shops were completed between 10/1/13 and 12/7/13.
Alright! We've done our initial customer research and understand what customers are looking for, and what competitors are offering in comparison. We’ve also taken a look at operational standards, to ensure internal practices are in support of delivering what customers want. This likely included making some changes regarding what is expected of employees, in order to support a superb customer experience.
As the Account Manager for our Secret Shopper Medicare Compliance Programs, I currently manage 20+ programs for healthcare insurers, most of which are Medicare Advantage/Prescription Drug organizations. Through the course of working with so many different companies, I’ve noticed several trends and gained a lot experiential knowledge, so I have a pretty good handle on what makes a Medicare compliance program successful – and unsuccessful for that matter. We aim to support the healthcare insurance community with compliance efforts in order to get the highest possible value out of the programs. We genuinely see these programs as more than simply a CMS requirement; there is a major opportunity to use these programs as a means to grow and improve as a company.