In 2020, Congress passed the No Surprises Act (NSA) to provide federal protections against surprise medical bills for consumers. Previously, consumers in the private healthcare market could be subject to higher healthcare costs for out-of-network care, known as balance billing. These balance bills often occur when consumers seek emergency care and can cost thousands of dollars.
The law protects consumers by restricting excessive out-of-pocket costs and ensures emergency services are covered without prior authorization regardless of whether the provider or facility is in-network. To address billing and payment discrepancies, the NSA established a process by which healthcare providers and insurance companies may establish mutually agreeable payment amounts for services and scenarios that commonly result in balance billing.
Cognosante helped CMS implement and staff a multi-tiered contact center (help desk) to manage all calls and web-based submissions related to NSA complaints and violations. Leveraging our CX expertise, we:
Learn more about how Cognosante is helping government agencies bridge intentions to outcomes, delivering public services through exceptional customer experiences.