CMS Pub. 100-09, ch. 6, § 40.2

MACs shall provide training for all new PCC personnel and refresher training updates for existing

personnel. MACs shall have a training evaluation process in place for new hires and ongoing training to

certify the CSR is ready to independently handle inquiries on the topics covered.

MACs shall use ongoing data analysis to determine training topics for PCC staff. MACs shall consider

data sources such as inquiry analysis, quality scores, monitoring results, and error rate data analysis

when developing training topics. The PRRS shall be involved in developing training materials for the

general inquiries staff. MACs shall tailor training to the level and degree of specialization of the CSR.

In addition to formal classroom training, regular feedback to CSRs and PRRS regarding their

performance shall be a part of the staff development at the PCC.

MACs shall ensure CSRs have the tools they need to handle providers’ inquiries while meeting CMS’s

performance requirements for telephone and written provider inquiries. These tools, at a minimum, shall

include the use of the CMS website, the MAC’s provider education website and CMS-produced provider

education materials.

CMS will also continue to increase and improve the consistent national training information available

to CSRs. When available, MACs shall use training materials provided by CMS. Within 5 business days

after receipt of CMS-developed standardized training materials or other CMS-developed information

for use by CSRs, MACs shall initiate processes to implement these materials for all CSRs on duty and

ensure these materials will be implemented for future hires. Since CMS develops these materials, there

won’t be any costs to the MACs to use them. MACs may supplement the CMS-developed materials

with their own materials if there’s no contradiction of policy or procedures.