Texas Border Business
Texas Border Business
WASHINGTON, DC — Monica De La Cruz has introduced the Improving Medicare Services Act, a bipartisan bill aimed at evaluating and improving the 1-800-Medicare customer service line used by seniors and beneficiaries nationwide. The legislation is co-led by Lou Correa and Tom Barrett.
The bill directs the Government Accountability Office to conduct a comprehensive study of the call line’s operations, focusing on wait times, customer satisfaction, and staff performance. According to the sponsors, this would be the first such study in more than 15 years and is intended to provide updated data to guide improvements.
“Many seniors across the nation rely on the 1-800-Medicare call line for assistance regarding their healthcare coverage, and we must ensure this service is meeting their needs,” De La Cruz said. “This study will highlight where improvements are needed and update data to make informed decisions on behalf of Medicare recipients. With this legislation, seniors will receive the high-quality service they need.”
Lawmakers cited concerns about delays and inconsistent service quality as a key motivation for the legislation. Correa said constituents have reported long wait times and difficulty getting clear answers. “It’s unacceptable to hear that seniors in Orange County are enduring long wait times, receiving unhelpful responses, and experiencing poor service quality,” Correa said. “I partnered with Rep. Monica De La Cruz and Rep. Tom Barrett in introducing this legislation to make sure all Medicare beneficiaries get timely, accurate, and professional help whenever they call 1-800-Medicare. Our seniors deserve no less.”
Barrett emphasized the importance of accessibility for those who depend on Medicare services. “There is nothing more frustrating than sitting on hold for hours to not get the help you need — especially when the help you need is simply accessing your Medicare,” Barrett said. “Congress needs to take every step necessary to ensure Medicare services and assistance are easily accessible for those who rely on it, and this bill is an important step to fulfilling that promise.”
In addition to evaluating current performance, the study will examine whether previous recommendations have been implemented and assess their impact on service delivery. The goal is to identify ways to improve efficiency and ensure beneficiaries can access timely and reliable assistance when navigating Medicare-related questions, including billing, claims, medical records, and costs.
