The drug plan customer service data comes from several sources. The information about appeals comes from an independent reviewer (also known as the Independent Review Entity or (IRE). This organization evaluates the drug plan’s appeals decisions. This information is based on cases processed by the independent reviewer in 2021.
Additional data source information for each sub-category is outlined below.
Call Center — Foreign Language Interpreter and TTY Availability
Availability of TTY services and foreign language interpretation when prospective members call the drug plan.
Percent of the time that the TTY services and foreign language interpretation were available when needed by prospective members who called the drug plan’s prospective enrollee customer service phone number.
The information about the availability of TTY services and foreign language interpretation comes from systematic studies that Medicare does to check on how well the plan is handling calls from prospective members. It is based on calls made to the plan’s prospective enrollee customer service phone number during the period from 02/2021 – 06/2021.
This measure has a weight of 2.0 when combined with other measures to calculate the summary ratings.