Secret Shopper phone messaging reviews, also known as Secret Shopper Calls are being conducted by various regulatory agencies such as the Centers for Medicare and Medicaid Services (CMS), Michigan Department of Health and Human Services (MDHHS) as well as Blue Cross Blue Shield of Michigan (BCBSM).

The afterhours message is reviewed for information regarding office hours available, instructions for after-hours care such as how to reach the provider or a number to call for care, and instructions for the patients on what to do in case of an emergency such as call 911 or go to the nearest ER.

If you currently have PCMH-N capabilities fully in place for PCMH-N #5 Extended Access, you can expect a “secret shopper call” has been, or will be conducted.