Are you sure you’re compliant? SEC has conducted more than 17,000 Medicaid and Medicare Managed Care audits covering sales, compliance and customer service. Our one-on-one or telephonic evaluation services have consistently facilitated plans in maintaining enrollment privileges with CMS and SDOH.

• Avoid legal issues and ensure compliance
• Identify key performance indicators that drive patient satisfaction
• Provide ongoing training tools to measure and manage more effectively
• Maintain a positive brand image

Service Evaluation Concepts is the industry leader in providing customer experience audits to Medicaid and Medicare Plans throughout the United States. SEC has conducted more than 10,000 audits in this industry covering Sales, Compliance and Customer Service. Our one-on-one or telephonic evaluation services have consistently facilitated Plans in maintaining enrollment privileges with CMS and/or SDOH.

Each member of our panel of over 250,000 Business Analysts (Secret Shoppers) must successfully complete client-specific training and certification before conducting an evaluation. SEC customizes evaluation collateral so that it incorporates both your organization’s needs, and CMS’ regulatory requirements. Further, SEC’s Report Gallery provides you access to real time audit data, allowing you to monitor compliance with CMS’ suggested best practices and to develop effective and relevant training. No matter what your objectives, we will partner with you to develop a customized program that will provide actionable intelligence using state-of-the-art technologies and proven methodologies.

We help our clients to:

• Ensure CMS, MIPPA and Sales compliance to avoid legal issues and maintain a positive brand image
• Identify key performance indicators that drive patient satisfaction
• Align organization-wide focus on creating superior service at every touch point
• Provide ongoing training tools to measure and manage more effectively
• Improve sales agent relationships

Serving many sectors and situations in the healthcare industry including:

• Health Insurance and Managed Care Providers
• Hospitals and Clinics
• Assisted Living Facilities
• Sales and Training Events
• In-home Meetings
• Community Meetings
• Medicare / Medicaid Sales
• Customer Support Call & Message Centers

We offer customized programs using the following methodologies:

• Mystery Shopping Programs
• Operational Compliance Audits
• Competitive Benchmarking
• Customer Feedback Surveys
• Audio Assist - Scope of Appointment Call Recording
• Call Track Call Center Call Monitoring and Recording
• Ad Track Marketing and Sales Management Tracking and Monitoring Tools
• Smart Agent Mobile Information Gathering Tools
• Pulse Online Reputation Monitoring

Compliance Builder Packages

Not looking for an ongoing program? Not sure exactly what you need? Let our compliance experts put together an introductory package of services at a price you can afford, with no long-term commitment. Please call 516.576.1188 x.3530 or email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it for more information.