Arch Systems has contracted with the Centers for Medicare & Medicaid Services (CMS) to support the Quality Assurance Monitoring (QAM) project. CMS oversees the performance of 16 MAC Jurisdiction contracts and a network of 16 Provider Contact Centers (PCCs) that administer provider customer service by responding to provider inquiries in support of the Provider Customer Service Program (PCSP).
- Quality monitoring of calls from Medicare providers to Medicare Administrative Contractor (MAC) Customer Service Representatives (CSRs).
- Developing, implementing, and using a Communications Relational Assurance Database (CRAD) to record and store QAM information and generate user-defined reports.
The CRAD has the capability to produce and aggregate QAM information as defined by users for analysis and review by CMS and the MACs. CRAD is developed using Java, Spring and Hibernate technologies.Development of CRAD allows QAM information to be stored in one place, requires less manual intervention, and allows for more timely and flexible data retrieval for analysis.
In CRAD MAC/PCC information is recorded and stored. Scorecard Information/Results and Rebuttal Information is stored on the CRAD. The data is accessed in the backend to generate user defined output. Scorecards forms are updated for better flow and accuracy of monitoring.