When it comes to CMS Star Ratings, accessibility is non-negotiable. Healthcare contact centers are expected to provide accessible customer support for all members, including those who are deaf, hard of hearing, or speech impaired. Failing to meet these expectations doesn’t just impact compliance—it can damage your CMS performance and your brand reputation.
CMS sets clear guidelines to ensure equal communication access for all Medicare members. These expectations align closely with ADA compliance solutions, such as those required by Section 504 and Section 1557.
Active – Always available to receive and place calls
Responsive – Handled promptly by trained agents
Monitored – Routinely tested and quality-checked for CMS audit readiness
If your accessible contact center platform doesn’t meet these standards, your CMS Star Rating may be at risk.
Every dropped, unanswered, or misrouted TTY call is a red flag. CMS regularly audits these interactions to evaluate compliance with relay services for businesses and accessibility measures.
When these calls fail, they can send the wrong message to members: “Your needs aren’t a priority.” That perception can lead to formal complaints, member dissatisfaction, reduced retention—and in some cases, regulatory penalties.
With NexTalk’s accessibility software, you can prevent these issues before they become liabilities.
At NexTalk, we specialize in TTY software built specifically for healthcare and Medicare Advantage plans. Our solution ensures accessible customer support across leading contact channels.
No hardware required – Fully web-based and agent-friendly
Automated TTY Testing Service – Keeps your lines monitored, functioning, and CMS-audit ready
Easy integration – Compatible with major platforms and workflows
Secure communication software – HIPAA-compliant and enterprise-ready
Whether your goal is CMS compliance or delivering deaf and hard-of-hearing communication at scale, NexTalk gives your team the confidence to serve every member with equity.
Bottom line: Medicare members remember how they’re treated. When people with hearing or speech disabilities can easily reach your team, it builds trust, improves satisfaction, and directly lifts the metrics that impact your CMS score.
When you invest in a secure, accessible contact center platform, you're doing more than checking a compliance box—you're creating meaningful member experiences that drive retention and build long-term loyalty.
NexTalk delivers enterprise-ready accessibility software that meets CMS and ADA requirements without complicating your operations. From real-time TTY testing to fully integrated solutions, we make TTY compliance effortless, reliable, and built for today’s healthcare leaders.
Let’s reach your compliance goals together.