US · guidance
CMS Pub. 100-09, ch. 6, § 30.6.10.2
CSR Identification to Callers
Telephone CSRs shall identify themselves when answering calls. MACs may allow CSRs to use aliases
such as Operator IDs or telephone extensions instead of their real names These aliases serve as unique
identifies for each CSR, ensuring accountability while safeguarding personal information. MACs must
maintain records of these aliases and provide them to CMS for monitoring purposes.
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
4b65b29aad2474d0eec532575a0e6833e14a45f52868b1699b76795c891d8256
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