CMS awards Quality Assurance Monitoring (QAM) contract to RELI Group

G2X TAKE: RELI Group, a very fast growing 8(a) HUBZone small business and a major partner to CMS, recently added a new 3-year contract to provide Quality Assurance Monitoring (QAM) at Medicare Administrative Contractor (MAC) Provider Contact Centers (PCCS). The contract was awarded as an 8(a) sole source action. 

“This is a CMS mission critical requirement – quality assurance is an extremely important part of CMS’ oversight of MAC PCCs and of the provider’s experience with Medicare.” 

“The contractor shall support CMS with the QAM process, used to determine the accuracy, completeness, professionalism, and adherence to the Privacy Act of CSR responses to telephone inquiries at Medicare PCCs.  To perform QAM, the independent monitoring contractor is required to access and maintain a secure connection (via CMSNet) to the MAC quality monitoring systems, thus enabling access to the MAC audio call recordings while viewing the video file of the CSR screen navigation.  Each MAC owns and maintains its own system. These systems vary, but in general, they are from one of the leading industry vendors in the marketplace (i.e., Call Copy, NICE, Qfiniti, and Verint). The contractor shall work with CMS and the MACs to ensure that the MAC systems permit proper access.”

“In addition, QAM requires the Contractor to provide a team of Quality Monitors (QM) with expertise in quality assurance, Medicare policy, and the ability to interpret visual recorded CSR screen navigation (i.e. FISS, MCS, HIMR, CWF, HETS, and VMS), claims, and various systems while listening to the audio of inbound provider calls received in MAC PCCs nationwide.” See an early sources sought and Draft SOW released late last year here.  

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Included below is a snapshot of Prime Obligations for RELI at CMS by fiscal year and NAICS. 

 

Federal contracting data provided to G2Xchange by Federal Compass; Date: May 2020

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This topic contains 10 replies, has 9 voices, and was last updated by  Mohammad Elias 1 year, 8 months ago.

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