How NexTalk Helps Health Plans Address TTY/FLL Call Discrepancies

Last week marked the close of the first plan preview period for 2025 Star Ratings. It's clear that some pressing issues have emerged from the 2025 reports. A recent LinkedIn post by Ameropia Advisors highlighted a significant uptick in potential errors within the TTY and foreign language line (FLL) raw data and plan system records from the 2025 Call Center Monitoring Performance Metrics. If your health plan thinks it was impacted it's crucial to validated data and dispute any TTY claims before the extended deadline of September 13, 2024.

At NexTalk, we understand the complexities and challenges that come with managing TTY and foreign language interpreter  solutions for call centers, especially for Medicare and Medicaid plan providers. While we cannot provide retroactive reporting, we can help you ensure that your 2025 TTY and foreign language performance is a success. Our agent TTY software combined with remote foreign language Interpreting services will improve your agent and customer experience, reduce your chances of discrepancies, and simplify and strengthen your dispute resolution process should any CMS issues arise.

Why NexTalk Is Your Ideal Partner

1. Direct Connection with Detailed Call Logs

NexTalk allows TTY calls to come directly to your contact center without the need for 711 routing, third-party agents, or bulky equipment. Our software integrates seamlessly with any contact center system, routing TTY calls directly to a trained agent’s desktop and enabling direct communication with the customer. This direct connection reduces the risk of errors by eliminating the middleman.

When one of the nearly 48 million individuals who are deaf or hard of hearing calls you via your dedicated TTY number, NexTalk validates the call and instantly routes it to an agent in your contact center. The call appears directly on your agent’s computer, allowing for secure and private communication via a chat/TTY interface. Detailed call records are available for your review.

Additionally, NexTalk offers a comprehensive solution by providing remote interpreting services, creating a single partner in TTY/FLL accountability.

2. Comprehensive Call Logs for Accurate Dispute Documentation

Proving discrepancies such as time outs and disconnections can be challenging. NexTalk customers have access to complete call logs, ensuring health plans have the necessary evidence to address and resolve CMS disputes effectively. You can confidently provide the required Case ID and call logs, ensuring that your disputes are well-documented and substantiated. Better yet, NexTalk’s software is designed to prevent disconnects or time-outs that can be caused by a 711 operator. By using NexTalk’s direct TTY solution, you reduce the chances of a dispute arising and be prepared with the data you need to defend your plan if it does.

3. Streamlined Compliance

Traditional TTY solutions like 711 increase your agents call time and reduce your ability to identify technical call errors. NexTalk’s advanced technology simplifies this process, making it easy for your agents to directly connect. This is important because it improves patient privacy while also making it easier for you to pinpoint discrepancies and demonstrate adherence to CMS guidelines.

4. Advance TTY Call Testing Matters

If TTY  performance is critical to your business, implementing call testing is essential to ensure agent compliance. We understand that this can be burdensome for many health plans, which is why NexTalk offers an add-on TTY Testing service. This service monitors and tests your system to ensure it is functioning correctly before and during the government testing period. Services like these set NexTalk apart and help our customers achieve high ratings in the TTY service area each year.

Discover How NexTalk Can Transform Your Call Center Monitoring

As we move into the next period, ensuring accurate Star Ratings and smooth dispute resolution will be crucial. NexTalk is here to support you every step of the way, providing the tools and insights you need to serve your customers, maintain compliance, and address any issues that arise.

We invite you to schedule a demo with us to see how NexTalk can enhance your call center operations and streamline your dispute resolution process. Experience firsthand how our comprehensive call logs can make a significant difference in managing your TTY and foreign language interpreting solutions.

Contact us to schedule a demo and discuss how NexTalk can help you.

Let’s work together to make the upcoming year smoother and more successful. With NexTalk, you’re not just investing in a TTY solution; you’re investing in exceptional customer service and accurate results.