What it Takes to Earn a CMS 5-Star Rating

For healthcare organizations, earning a CMS 5-Star Rating is a critical indicator of quality, trust, and member satisfaction. In a landscape where members expect accessible, responsive care, your contact center plays a pivotal role in achieving and maintaining this rating.

Understanding the CMS 5-Star Rating Criteria

The Centers for Medicare & Medicaid Services (CMS) evaluates healthcare providers based on multiple quality measures.

For contact centers, the most relevant factors include:

• Accessibility – How easily members can reach the help they need.

• Call Resolution – Whether inquiries are resolved efficiently and effectively.

• Member Satisfaction – The overall experience, including responsiveness and inclusivity.

Accessibility is not just about fast response times. It includes ensuring deaf and hard-of-hearing communication is seamless and respectful, using the right TTY software and support tools.

Modern Accessibility Software, Built for CMS Excellence

That’s where NexTalk comes in. Our cloud-based accessibility software gives healthcare teams the tools they need to confidently support every member—including TTY users.

NexTalk's Key CMS-Ready Features:

• Automated TTY Testing Service – Constant monitoring keeps you compliant and audit-ready.
• Browser-based platform – Agents can manage TTY calls smoothly alongside their existing workflows.
• Relay services for businesses – Compatible with national Telecommunications Relay Services (TRS).
• Secure communication software – HIPAA-compliant, enterprise-ready, and built for healthcare.

These features ensure your contact center CMS performance is never held back by overlooked accessibility gaps.

Avoid the Common Pitfalls 

Some of the most common rating pitfalls result from overlooked or under-tested systems. 

Failing to ensure consistent access for all members can result in complaints, negative surveys, and audit flags which all can directly impact your CMS score.

That’s why NexTalk’s ADA compliance solutions and automated testing help eliminate guesswork. You can trust that your contact center is always responsive, inclusive, and ready for evaluation. 

Tips to Align Your Contact Center with CMS Goals

Want to start optimizing your operations? Here are practical steps you can take today:

CMS Optimization Checklist:

• Modernize your TTY software: Use NexTalk’s browser-based platform for faster, smoother TTY interactions.
• Implement automated testing: Utilize NexTalk’s testing service to maintain confidence in your systems.
• Track TTY performance trends: Monitor call data and agent interactions to identify patterns, pinpoint gaps, and make informed improvements over time.

Accessibility Isn't Optional—It's Strategic

Earning a CMS 5-Star Rating means demonstrating excellence across the board. That includes ensuring every member, can interact with your contact center with ease. NexTalk is proud to help healthcare organizations meet and exceed those expectations and help deliver on a mission of inclusive, member-focused care.

Ready to Make Accessibility a Competitive Advantage?

Discover how NexTalk’s TTY software, automated testing, and secure communication software can help your contact center meet CMS expectations with confidence.

Connect with us today to learn more.