Anna Wehner, PRR, Provider Outreach and Education (POE), welcomed everyone to the Provider Outreach and Education Advisory Group (POE AG) calendar year 2008 face-to-face/teleconference meeting. All participants introduced themselves and what organization that he/she is affiliated. There were a total of 37 participants who attended the session. Anna reviewed the meeting agenda.

Anna reviewed the functions of a POE-AG member, which are outlined below.

Kim gave the background on the MEPS area, which consists of five teams. The teams are POE, Web, Data Analysis and Compliance (DAC), Provider Publications, and Learning Solutions Center (LMS).

She explained the two reports we have to complete for the Centers for Medicare & Medicaid Services (CMS). Those are the Provider Service Plan (PSP), which all CMS contractors have to submit, and the Education Activity Report (EAR), which breaks down the PSP to tell CMS what we do, etc.

One POE-AG member stated they would like to hear from FCSO how they, providers, are doing. Are they improving on their billing errors, etc. Is there a way we could post something on the Web site and/or let them know? They want more feedback from FCSO.

Kim explained how we have set up Hot Topics Webcasts for every other month and they cover the new changes that we receive from CMS. On alternating months, we hold the Ask the Contractor Teleconferences (ACTs) as Webcasts. She also explained that we are trying to add more ACTs or Webcasts throughout the month.

She explained our process for face-to-face events/speaker requests, which are handled on a per request basis. We evaluate the request and need for the education.

She then explained the Partnering/Provider Relations and that Kim Karnes will be handling these requests.

The group stated Thursdays are not good for them to attend educational events. They asked to change our teleconferences/webcasts to another day. Kim and Anna will check on this for the upcoming events.

Ethel Miranda, Manager, Provider Contact Center Part B, spoke about the changes in the contact center. She also asked the members for suggestions for training to the CSRs. We did not receive any during the session. Anna asked the members to complete the suggestion form on the FCSO Web site if they have any, and to specify this is for the CSRs.

Ethel asked the group if they were ok with the times the customer phone lines are closed for internal training. The Part B lines are down on Friday mornings and Part A lines on Friday afternoons. The members were ok with these times.

She then explained the training is structured around the calls they receive; however, she is open for suggestions. She asked, “What topics would better serve providers?”

She also explained the customer service representatives go through extensive training. For Part B they are required to go through a six-week training and pass a certification test. For Part A the training is five weeks and also have to pass a certification test. This is mandated under the government guidelines, as outlined in Chapter 6 of the IOM. There are also job aides created and posted on line for the CSRs to review and use during customer calls.

There were a few comments on the two new lines, Enrollment and Overpayment, and when should they contact these lines? Ethel explained why the two new lines were put into place and the extensive training the CSRs have gone through prior to answering those calls.

A question was asked about the patient eligibility information on the IVR and when is it updated. Ethel explained there is a lag time until CMS updates the system. The IVR links directly to the common working file (CWF). She will put an article on the Web site explaining this.

Another question was asked about calling the customer lines three or more times. After the third time, whom should they ask for? Ethel explained they should never feel they should call three or more times to get an answer. Each CSR is required to ask, “Are you satisfied with the service?” If you are not, then ask to be elevated to a senior advisor. Also, be cognizant of how the questions are phrased when you continue to call back and ask for the CSR’s name. If the CSR does not give you their name, ask for Ethel Miranda or a supervisor at that time.

We discussed that we will hold two more meetings and asked the group for some dates. There was a lot of conversation around the days of the week that is best for the members, which were Tuesday and Wednesday. We set up the next two meetings, which will be held via teleconference, for:

One member talked about networking with specialties and FCSO. Terri Stanton, PRR referred members to their specific associations and the Medical Policy. If they have questions on policies, she also explained the Carrier Advisory Committee (CAC) and one of those members.

Another member stated she was interested in the CAC, and we stated we would give her information to the FCSO department that leads those meetings.

Others stated they felt the meeting went well and were happy to have all of us involved.

The meeting adjourned at 2:15 p.m.