US · guidance
CMS Pub. 100-09, ch. 6, § 30.6.10.1
CSR Sign-in Policy
MACs shall establish and follow a standard telephone CSR sign-in policy that includes these requirements:
• CSRs available to answer telephone inquiries shall sign in to the telephone system
to start data collection.
• CSRs shall sign off the telephone system for breaks, lunch, training, and when
performing any other non-telephone inquiry workload. (Note: If the telephone system
supports an additional CSR category that accumulates this non-telephone inquiry
performance data so it can be separated and not have any impact on the measurements
CMS wants to collect, this category may be utilized in lieu of CSRs signing off the
system).
• CSRs shall sign off the telephone system at the end of their workday.
History
(Rev. 13683; Issued: 04-08-26; Effective: 05-08-26; Implementation: 05-08-26)
Provenance
- Source
- cms.gov
- Retrieved
- 2026-08-25
- Edition
- iom-2026-08-25
- Content hash
ba64e0b29a01db6c37d81ec7095d1083d5651a2d762a2c6658d7e36f8d16d8ae
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