The Importance of Health Plan Names
Precisely reciting plan names is one of the most important parts of CMS test calls. It can be one of the easiest parts of a CMS test call to get right, but if it’s not relayed exactly, the entire call will be failed.
Names must be relayed word for word, and any missing component of a name will mean the failure of that call.
Often, CMS testers will recite the name of the health plan and the Medicare part in English, which should make it easy to relay these names, but they still must be relayed precisely. And when interpreting from English to another language, proper nouns, like the name of a health plan, can be relayed in English.
For example, if the client says, “Thank you for calling Acme Medicare Rx,” an interpreter cannot just say, “Thank you for calling Acme Medicare,” or “Thank you for calling Acme.” And if the LEP individual asks, “Can you answer questions about Medicare Part C?” be sure to confirm the Medicare part by asking, “Did you say Medicare Part C as in “cat?”” or something similar.
When either the client or the LEP individual mention the plan name or the Medicare part, be sure to make a note of the full name and ask for repetition if necessary to get it noted correctly.