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Healthcare ’ s Customer Service Challenge : Communication

Medicare is a national health insurance plan in the United States for people age 65 or older . Original Medicare plans offer coverage managed by the federal government , but , as an alternative , people can choose to enroll in Medicare Advantage plans , which typically offer additional benefits paid by a private , Medicareapproved insurer – also known as a plan sponsor . Enrollment in Medicare Advantage plans grew by nearly 10 % between 2018 and 2019 , according to J . D . Power .

Overall customer satisfaction with Medicare Advantage plans received 795 on a 1,000-point scale , according to a recent J . D . Power study . That ’ s a good score . But if you look closer , a worrying finding stands out :

Among the lowest-rated attributes in the study , aside from cost , were those related to information and communication .

That middling communication performance is also reflected in the Star Rating System that the Centers for Medicare & Medicaid Services ( CMS ) uses to rate all Medicare Advantage plans ; Star Ratings are published on the Medicare Plan Finder for participants and prospective participants . " Customer Service " and " Call Center – Foreign Language Interpreter and TTY Availability " are two of 33 measures by which plans are evaluated . Clearly , a customer service center can play a critical role in shaping members ’ feelings regarding specific plans . And because consumers can choose among multiple Medicare Advantage plans , the performance of the customer service center can affect the bottom line for plan sponsors . �

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