We all know CMS makes you work hard for your money. There are many contributing factors that make getting the payment you deserve extremely challenging. But what is the most painful part and why? We turned this question out to you. We received 125 responses and the results were very interesting!
When we asked what kind of communication was the most stressful, most respondents (53%) said Audits and requests for additional documentation (ADRs), but First Level Appeals came in second with 22%.
Our second meaty question asked, “What is the toughest part about communicating with CMS?” Understanding the Requirements was the most popular choice at 34% of the answers. A total of 33% were challenged by the actual process, between finding the proper documentation, handling the logistics of submission, and meeting tight deadlines.
What was most surprising to us was the high number of respondents who selected “Other” for questions number one and two (15% and 23% respectively). The vast majority of those who went outside of the preset options indicated that the most challenging part of dealing with CMS was their customer service. Several people noted that there can be confusing inconsistencies between CMS employees as well as changes to requirements or interpretation of policies without notification.
Here are some representative responses we received to the request for more information upon selection of “Other”:
It sounds to us like CMS could use some best practices, proper documentation and a sound workflow system to assist with escalations!
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