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| TIME | SPEAKER | TEXT |
|---|---|---|
| 00:00:01 |
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JOHN SELLERS AT THE LIBRARY OF CONGRESS. THANKS VERY MUCH. |
| 00:00:10 |
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ALL RIGHT. |
| 00:00:12 |
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WE'LL TAKE YOU LIVE NOW TO CAPITOL HILL WHERE A SENATE COMMITTEE WILL LOOK INTO CUSTOMER PROBLEMS... |
| 00:03:01 |
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WE'RE WAITING FOR THE SENATE AGING COMMITTEE FOR THE MEDICARE CALL CENTER TO GET UNDER WAY. THE HOUSE... |
| 00:04:35 |
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GOOD MORNING, LADIES AND GENTLEMEN. WE WELCOME YOU ALL TO THIS VERY IMPORTANT HEARING, 1-800-MEDICARE.... |
| 00:16:34 |
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THANK YOU VERY MUCH AND GOOD MORNING TO ALL. I THANK SENATOR SMITH FOR HOLDING THIS HEARING. SENATOR... |
| 00:18:34 |
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THANK YOU, CHAIRMAN KOHL AND CARRIE WEEMS IS THE ACTING ADMINISTRATOR FOR THE CENTER FOR MEDICARE... |
| 00:19:02 |
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THANK YOU, SENATOR SMITH. GOOD MORNING CHAIRMAN KOHL, I'M HAPPY TO BE HERE TO DISCUSS 1-800-MEDICARE.... |
| 00:20:52 |
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WE HAVE ABOUT 49 CONTRACTORS HANDLING THOSE BILLS NOW. THAT NUMBER CONTINUES TO DECLINE. MOST IMPORTANT... |
| 00:30:44 |
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THANK YOU VERY MUCH, KERRY. WHAT I HEARD YOU DESCRIBE WAS AN ACKNOWLEDGEMENT THAT WE'RE MAKING PROGRESS,... |
| 00:30:58 |
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THAT'S CORRECT. |
| 00:31:00 |
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I APPRECIATE THAT. THAT'S THE POINT OF THIS HEARING JUST SO THE RELATIONSHIP WE HAVE BETWEEN THE LEGISLATIVE... |
| 00:33:18 |
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CLEARLY, IT'S NOT. URN THE CIRCUMSTANCES WHERE A BENEFICIARY MAY NOT HAVE ACCESS TO THEIR MEDICARE... |
| 00:33:42 |
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IN FACT, THAT'S ONE OF THE PRIMARY CHECKS ON CUSTOMER SERVICE REPRESENTATIVE, YOU KNOW? ARE THEY,... |
| 00:35:31 |
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KERRY, YOU AND I HAVE TALKED PRIVATELY ABOUT WHETHER OR NOT THERE IS SUFFICIENT FUNDING FOR 1-800-MEDICARE,... |
| 00:36:33 |
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NO. |
| 00:36:35 |
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BELIEVE YOU SAID THE FRAUD PROGRAM WOULD BE FIRST? WHAT WAS THE OTHER ONE. |
| 00:36:40 |
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SURVEYING CERTIFICATION. THE SENATOR CALLED EVERY YEAR AND WORKS VERY CLOSELY WITH US TO GET THE SURVEYANCE... |
| 00:37:12 |
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IS THIS BECAUSE OMB IS NOT ASKING FOR IT OR BECAUSE WE'RE CUTTING IT? |
| 00:37:15 |
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THIS IS THE DIFFERENCE BETWEEN THE PRESIDENT'S BUDGET AND WHAT THE CONGRESS ACTUALLY APPROPRIATES.... |
| 00:37:20 |
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SO THE PRESIDENT IS REQUESTING IT. |
| 00:37:22 |
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YES. |
| 00:37:24 |
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BUT WE HAVE NOT BEEN GRANTING IT. |
| 00:37:26 |
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THAT'S CORRECT. THAT'S A VERY IMPORTANT THING, BUT WHAT I WANT TO DO BECAUSE I'M FOCUSED ON 1-800-MEDICARE... |
| 00:37:57 |
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I APPRECIATE YOU SHARING THAT PUBLICLY FOR THE RECORD BECAUSE I THINK IT IS VERY, VERY IMPORTANT.... |
| 00:39:12 |
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THANK YOU FOR THE QUESTION. CMS RECEIVED THIS DRAFT REPORT IN MAY OF THIS YEAR. AS IS COMMON FOR REPORTS... |
| 00:41:04 |
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WELL, THE VERSION OF MY BACKGROUND CHECK LEGISLATION WAS PASSED UNANIMOUSLY OUT OF THE FINANCE COMMITTEE,... |
| 00:41:27 |
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WE CERTAINLY SUPPORT THE INTENT OF THE BILL, WE'VE NOT TAKEN A FORMAL STANCE ON IT AND THE THING THAT... |
| 00:41:47 |
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MR. WILLIAMS, AS YOU'RE AWARE, I HAVE A CONTINUING CONCERN ABOUT THE CARE TO RECIPIENTS BY MEDICARE... |
| 00:42:15 |
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AT THE CALL CENTERS, A COUPLE OF THINGS HAPPENED. FIRST OF ALL, WE HAVE REVISED OUR SCRIPTS FOR THE... |
| 00:44:09 |
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THANK YOU. THANK YOU, SENATOR SMITH. SENATOR KOHL. |
| 00:44:14 |
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KERRY, A COUPLE OF FOLLOW-UPS. TO THE TIMING ON CALL WAITS, YOU INDICATED CMS IS GOING TO REDUCE... |
| 00:44:28 |
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YES. |
| 00:44:29 |
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OR BETTER AND IS THAT FIVE MINUTE IT IS CALCULATED ON A 24-HOUR PERIOD OR ON THE BASIS OF AN EIGHT-HOUR... |
| 00:44:36 |
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IT'S CALCULATED ON A 24-HOUR PERIOD. SO IF YOU CALCULATED ON AN EIGHT-HOUR WORK DAY, WHAT DOES IT... |
| 00:44:45 |
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I CAN GIVE YOU AN APPROXIMATION OF THAT, BUT ONE OF THE REASONS THAT YOU SEE THIS REDUCTION HERE IS... |
| 00:47:21 |
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OBVIOUSLY WANT TO GET THAT WAIT TIME AS LOW AS WE CAN. IF YOU CAN CALCULATE WHAT YOU THINK THAT WOULD... |
| 00:47:34 |
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WE CAN ESTIMATE IT. |
| 00:47:36 |
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CAN YOU HAVE A BUDGET SUFFICIENT TO GET IT DOWN TO AN AVERAGE OF FIVE MINUTES IN A 24 HOUR PERIOD?... |
| 00:47:47 |
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YES. |
| 00:47:49 |
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OBVIOUSLY, YOU'RE DEALING WITH THE PRIME CONTRACTOR ON THIS. MY UNDERSTANDING IS THAT BELOW THEM,... |
| 00:48:30 |
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THEY ARE LOOPED INTO IT. SOME OF THOSE ARRANGEMENTS YOU MENTIONED HAVE BEEN CONCLUDED AS A MATTER... |
| 00:49:07 |
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KERRY WILLIAMS, THANK YOU SO MUCH FOR YOUR TIME AND PUBLIC SERVICE. I DO APPRECIATE YOUR ACKNOWLEDGMENT... |
| 00:49:55 |
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THANK YOU FOR THE OPPORTUNITY. |
| 00:50:00 |
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WE'LL NOW ALL UP OUR SECOND PANEL. WE WELCOME NAOMI SULLIVAN, A DUAL ELIGIBLE MEDICARE BENEFICIARY... |
| 00:51:43 |
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THANK YOU. WHY DON'T WE START WITH NAOMI AND WE'LL JUST GO IN THAT ORDER AND WE'LL BE INFORMAL. WE... |
| 00:52:12 |
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I'D LIKE TO THANK YOU SENATOR SMITH AND SENATOR KOHL, FOR ALLOWING ME TO COME BEFORE THE SENATE AND... |
| 00:56:54 |
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THANK YOU VERY MUCH. THAT'S FIRSTHAND EXPERIENCE WHY WE'RE HAVING THIS HEARING TODAY, TO TRY TO GET... |
| 00:57:03 |
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THANK YOU. |
| 00:57:04 |
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GOOD MORNING. |
| 00:57:06 |
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YOU WANT TO HIT YOUR BUTTON THERE. THERE YOU GO. |
| 00:57:11 |
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GOOD MORNING, CHAIRMAN KOHL AND SENATOR SMITH. I THANK YOU FOR YOUR -- THE FAILURES OF THE HOTLINE... |
| 01:02:23 |
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DO YOU TAKE MUCH COMFORT IN WHAT YOU HEARD? |
| 01:02:27 |
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I THINK A LOT OF THE CHANGES TO COME WILL BE BENEFICIAL, THIS SEEMS TO BE MOSTLY ABOUT THE TECHNOLOGY... |
| 01:02:42 |
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SO YOURS IS TECHNOLOGY. |
| 01:02:47 |
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NO, THE TRAINING. WE THINK THE IMPROVEMENTS WILL BE HELPFUL. |
| 01:02:55 |
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TATIANA? |
| 01:03:00 |
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GOOD MORNING, CHAIRMAN KOHL, SENATOR SMITH. I AM THE BOARD CHAIR OF CALIFORNIA HEALTH ADVOCATES AND... |
| 01:09:31 |
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THANK YOU VERY MUCH. JOHN HENDRICK. |
| 01:09:35 |
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I'M A STAFF ATTORNEY WITH THE COALITION OF WISCONSIN AGENT GROUPS AND IT'S MY PRIVILEGE TO SPEAK ON... |
| 01:13:06 |
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THEY JUST NEVER COME? |
| 01:13:08 |
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NEVER. FINALLY, THE CUSTOMER SERVICE REPRESENTATIVES FREQUENTLY DON'T KNOW THAT THEY CAN TALK TO THE... |
| 01:15:08 |
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WHEN YOU HEARD THE ADMINISTRATIVE ADMINISTRATOR, DO YOU HAVE MORE REASON FOR HOPE? |
| 01:15:15 |
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I'M AMAZED AT WHAT COMPUTERS DO TODAY. THE TRAINING, I THINK, WOULD STILL BE A CONCERN TO US. THE... |
| 01:15:45 |
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THANK YOU AND WE APPRECIATE ALL YOU'VE DONE WITH THE COALITION OF WISCONSIN. WOULD YOU OFFER THE OBSERVATION... |
| 01:16:13 |
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WELL, SENATOR, I OFTEN SAY IN REGARD TO MANY GOVERNMENT PROGRAMS AND PEOPLE WHO ARE COME PLYING WITH... |
| 01:16:45 |
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YOUR TESTIMONY IDENTIFIED A NUMBER OF PROBLEMS. IF YOU COULD NAME ONE, WHICH IS THE WORST PROBLEM... |
| 01:17:02 |
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I THINK OUR BIGGEST CONCERN IS THE APPARENTLY RANDOM PROVISION OF INCORRECT INFORMATION AND THIS HAPPENS... |
| 01:17:35 |
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THANK YOU AS MUCH. VERY GOOD SUGGESTIONS. THANK YOU ALL VERY MUCH. I THINK THAT CONCLUDES ARE QUESTIONS.... |
| 01:18:40 |
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GOOD MORNING. I'M MAC CURTIS. FOR OVER 30 YEARS, WE'VE BEEN A PROVIDER OF MISSION DRIVEN SYSTEMS,... |
| 01:23:11 |
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YOUR SURVEYS SHOW 85% LIKE THE SERVICE THEY GOT. |
| 01:23:14 |
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YES, SIR. |
| 01:23:16 |
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85%. SO WE'RE REALLY DEALING WITH 15%. CAN YOU TELL WHEN YOU GET A CALL WHETHER IT'S A PERSON WITHOUT... |
| 01:23:40 |
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NORMALLY, LET ME ANSWER THIS WAY, SENATOR. WITH REGARDS TO SOMEONE CALLING WITH A SPECIFIC QUESTION... |
| 01:24:01 |
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ARE WE THE 15%? |
| 01:24:03 |
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WE'RE WORKING ON IT. OF THE 30 MILLION CALLS WE RECEIVE A YEAR, I9% OF THOSE COME WITH THEIR MEDICARE... |
| 01:25:28 |
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IT IS POSSIBLE THAT SOMEONE HAS CALLED IN, NOT FROM MY OFFICE, WITHOUT A MEDICARE NUMBER. |
| 01:25:36 |
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THAT'S ABOUT 2% THAT CALL WITHOUT THE MEDICARE NUMBER. |
| 01:25:45 |
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SO THE OTHER 13% ARE MY STAFF. |
| 01:25:46 |
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THE OTHER PERCENT IS PROBABLY MY MOTHER. |
| 01:25:48 |
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SO IF MY STAFF CALLS WITH A MEDICARE NUMBER, THEY'RE GOING TO BE COMPLETELY SATISFIED. |
| 01:25:56 |
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OUT OF 30 MILLION TRANSACTIONS, I'M NOT GOING TO TELL YOU THAT EVERY ONE IS PERFECT. IN ALL SINCERITY,... |
| 01:27:31 |
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THE TIMING IS INTENTIONAL BECAUSE WE'RE COMING UP TO THE NEW ENROLLMENT PERIOD. IT STARTS IN NOVEMBER.... |
| 01:28:28 |
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YES. YOUR STAFF HAS BEEN TO OUR CENTERS. ONE THING I DO WANT TO REPRESENT IS IN ALL THE FACILITIES... |
| 01:29:16 |
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THAT'S VERY IMPORTANT. OBVIOUSLY, NAOMI'S CASE THAT IT'S NOT JUST BY STAFF THAT'S CALLING. NAOMI... |
| 01:30:04 |
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YES, WE DID. |
| 01:30:08 |
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MY -- DO IT RIGHT. THANK YOU ALL VERY MUCH. THIS HAS BEEN A MOST INFORMATIVE HEARING AND WE HOPE IT... |
| 01:30:33 |
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WE ARE THE PRIME CONTRACTOR. THE NOEX NOTION OF THE SUBCONTRACTORS -- |
| 01:30:39 |
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BUT YOU FEEL YOU HAVE CONTROL? |
| 01:30:41 |
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YES. |
| 01:30:44 |
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ABSOLUTELY. IF WE USE THEM. |
| 01:30:47 |
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LADIES AND GENTLEMEN, THANK |
NOTE: The transcript for this program was compiled from uncorrected Closed Captioning.
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