Medicare helpline contract extended

Medicare beneficiaries in the CNMI can continue availing the services of the 1-800-MEDICARE Help Line after the Centers for Medicare & Medicaid Services extended its contract with Pearson Government Solutions to manage the Beneficiary Contact Center Program.

Pearson Government Solutions has managed the program since 2002, and the new contract, worth $440 million, expands and continues its work with CMS for an additional two and a half years.

Pearson will support the 1-800-MEDICARE Help Line, which is one of the largest citizen contact management programs in the Federal government.

The 1-800-MEDICARE Help Line receives over 20 millions calls annually and is accessible 24 hours a day, 7 days a week in English or Spanish in all 50 states, Washington, D.C., Puerto Rico, Guam, American Samoa and Northern Mariana Islands.

Medicare beneficiaries turn to this popular Help Line to get general information and printed materials on Medicare and Medicare health plan options and the new Medicare Prescription Drug Program known as Part D.

Under the new contract, Pearson Government Solutions will manage all 1-800-MEDICARE calls including Medicare claims calls and written correspondence.

Mac Curtis, president and CEO, Pearson Government Solutions is proud of the fact that CMS has again placed their trust and confidence in Pearson and allowed them to be the sole provider of the Beneficiary Contact Center program.

Curtis said that they look forward to continuing their partnership with CMS and helping the agency meet its mission of providing complete, accurate, and consistent answers to over 43 million Medicare beneficiaries who rely on 1-800-MEDICARE for critical information about their health.

“Pearson has done well working with CMS over the past four years implementing the Prescription Drug Discount Card and Prescription Drug Coverage under the Medicare Modernization Act,” said Mary Agnes Laureno, director, Beneficiary Information Services Group, Center for Beneficiary Choices at the Centers for Medicare & Medicaid Services, U.S. Department of Health and Human Services.

He continued: “CMS has greatly benefited from working with a capable, flexible partner during times of significant change. We are confident they will continue to deliver world class customer assistance to Medicare beneficiaries.”

With more than 20 years experience in managing customer interaction centers for federal agencies in the U.S. and internationally, Pearson has four major domestic contact centers and over 3,000 information specialists who serve as the voice of the federal government. (PR)