Comprehensive Error Rate Testing (CERT)
CERT Documentation Contractor (CDC) Updated Call Center Operations Process
The CDC Call Center Customer Service Representatives (CSR’s) place calls to providers prior to sending letters requesting medical records in order to verify phone, fax numbers and mailing addresses. Previously the CDC Call Center Operations Process included a second call 15 days after the first call. Many providers have complained saying this time period is too brief. Therefore, in order to reduce the strain on provider offices, the 15 day call has been changed to a call on day 30. CMS (Centers for Medicare & Medicaid Services) agreed to this change.
New CERT CDC Proposed Call Center Ops Process
Day 0: |
Initial Call/Letter |
Day 30: |
Second Call/Letter |
Day 50: |
Third Call |
Day 60: |
Third Letter |
Day 75: |
OIG Letter |
Past Day 75: |
Follow up calls as required |
