The Star Question
The Star Question is the first question asked in-language by the CMS auditor. It goes like this: “ Are you the right person to answer questions about ACME HEALTH plan?” The response is ALWAYS a resounding YES!
Getting through the star question successfully and ON TIME sets up the rest of the call for success. Here are 3 things you can do to make sure you have a successful Star Question:
⭐ Have a Sense of Urgency
As soon as you hear, “ Are you the right person to answer questions about….” This is your time to act quickly. The answer (Yes ) to the star question must be provided in under 8 minutes. But the clock is already ticking, it starts from the moment the caller requests an interpreter, so by the time the call gets to you, the time limit may be approaching.
⭐ Have Flexibility
Keep an ear out for any specific instructions from the client. If a client tells you they understood a specific question and they do not need you to provide a rendition in English, follow their directive.
⭐ Be Prepared
Before logging in, make sure to run a thorough equipment check to ensure that your desktop telephone, corded headset, and landline are functional. We want to avoid any technical issues or troubleshooting during the star question as much as possible.