The recently unveiled compliance rules by the Centers for Medicare & Medicaid Services (CMS) have brought to light the necessity for health plans and their Third Party Marketing Organizations (TPMOs) to record and archive phone interactions with customers discussing Medicare Advantage and Part D prescription drug plans. The mandate, stipulating a ten-year storage term for these recordings, aims at ensuring a documented history of member interactions, which could be pivotal in case of future investigations by CMS.
1. Streamlined Call Recording:
The cornerstone of complying with the new CMS rules is an efficient call recording system. VIcom, leveraging its Unified Communication Solutions, offers automated and customizable call recording features. Our cloud-based system facilitates the seamless recording of designated inbound and outbound calls, while also enabling effortless customization of call recording announcements and legal disclaimer communications.
2. Secure Call Archiving:
Transitioning to a Unified Communication as a Service (UCaaS) system, like the ones VIcom provides, ensures secure and integrated archiving of all recorded calls. Our cloud-based storage solutions not only align with the HIPAA and 10-year storage requirements but also offer ease in access, playback, and downloading of calls, ensuring you stay compliant effortlessly.
3. Omnichannel Member Engagement:
The journey towards personalized member engagement involves interacting across multiple channels like voice, chat, and social media. VIcom’s solutions ensure a seamless transition between these channels during interactions, maintaining the context and ensuring a unified communication experience.
4. Harnessing Conversation Intelligence:
With AI-powered tools, VIcom enhances the analysis of recorded conversations, enabling health plans to extract meaningful insights. This intelligence can significantly improve member experience, staff training, and decision-making processes.
5. Effective Call Monitoring & Coaching:
Our intuitive tools facilitate real-time monitoring and coaching, ensuring compliance while enhancing the performance of marketing agents. Through AI-driven guidance and performance monitoring tools, VIcom aids in ensuring that your member service agents are always compliant and well-coached.
6. Scalable Service Expansion:
VIcom’s cloud-based solutions are designed to scale effortlessly during high-demand periods like seasonal open enrollment, ensuring your system can handle the influx of calls without compromising on quality or compliance.
7. Remote & Hybrid Staff Support:
With remote and hybrid work structures becoming commonplace, VIcom’s solutions ensure your team remains connected, compliant, and productive irrespective of their work setting.
8. Integrated Collaboration Tools:
Enhance member enrollment and issue resolution through VIcom’s integrated collaboration tools. Our solutions promote real-time communication and document sharing among your teams, ensuring efficient and compliant member engagement.
The pathway to not only adhering to the new CMS call recording requirements but exceeding them lies in embracing robust, scalable, and intuitive communication solutions. VIcom, with its vast array of unified communication solutions, stands ready to assist health plans in navigating these compliance waters while elevating member engagement. Contact VIcom today, and let’s reimagine member engagement while ensuring absolute compliance with the CMS mandates.