National Government Services will continue to operate Medicare’s desktop application that 3,500 customer service representatives use when fielding telephone calls from beneficiaries.
The company’s new five-year contract is worth more than $111 million. The 1-800-Medicare phone line received 26 million calls in 2011. The desktop application enables representatives to pull up beneficiary information during a call. For instance, a beneficiary choosing a prescription drug plan but needing assistance can call and a representative would have access to information already entered by the beneficiary.
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