The Centers for Medicare and Medicaid Services has awarded Cognosante’s customer experience business sector, CognoConnected, the No Surprises Help Desk contract, which has a base year and two option years and it roughly valued at $26 million.
Cognosante will support CMS’ implementation of the No Surprises Act by providing a multitiered help desk to identify, track, triage and manage all calls and web-based submissions related to NSA complaints and violations.
The company will also provide advanced level support for complex NSA case inquiries, and support continuous service delivery excellence by providing performance data used to monitor program integrity and identify areas for process improvement.
“We are proud to have been selected by CMS for this critical effort to deliver and improve the customer experience related to the No Surprises Act,” said James Gordon, CognoConnected president. “We look forward to further expanding our support to CMS and its missions, helping improve access to care and protecting medical care recipients from surprise medical bills.”