Biographical Information

Felicia Kelley

Articles by Felicia Kelley

Empire Medicare Services Achieves Their Best Performance Level with Speech-Enabled System

Empire Medicare Services is one of the largest Medicare contractors in the United States, providing services under contracting arrangements with the Centers for Medicare & Medicaid Services (CMS), an agency of the U.S. Department of Health and Human Services. <@SM>As a CMS contractor, Empire is required to keep up with agency-established telephone service performance standards - a monthly all-trunk busy (ATB) rate of no more than five percent on the interactive voice response (IVR) system…