Health Plan (HP) Customer Resources
NCQA produces many publications that are relevant to a variety of organizations. To view a list of available
NCQA offers a Web-based tool—the Policy Clarification Support (PCS) system—for customers to submit
questions about NCQA standards. Policy staff generally respond to PCS inquiries within two business days.
Click here to register and submit a question.
NCQA posts Policy Updates to publications. Updates include corrections, clarifications and policy changes to
standards and guidelines.
NCQA also posts a list of FAQs, updated on the 15th of each month (or on the first
business day following the 15th).
NCQA offers a host of live education seminars and just-in-time Webinars to help organizations meet their quality
goals. Course offerings range from a basic introduction to NCQA standards and HEDIS measures, to advanced
techniques for quality improvement. For more information about upcoming seminars,
The Accreditation and Certification Users Group (ACUG) provides a learning and development platform for
members to discuss updates to NCQA Accreditation products and their application to organizations. Membership
benefits include a monthly newsletter; regular WebEx discussions; and vouchers for publications, educational
conferences and Quality Compass. For more information about joining the ACUG,
The HEDIS Users Group (HUG) provides a learning development platform for members to discuss updates and
open issues surrounding HEDIS. Membership benefits include discounted HEDIS publications (Volumes 1, 2, 3, 5
and 6); an electronic copy of HEDIS Volume 2 (including the edits from the Technical Update); a monthly newsletter; five WebEx discussions; and vouchers for publications and educational conferences. For more
information about joining the HUG,
For help using the Interactive Survey Support (ISS) tool, log into ISS and click the ―Help & Instructions tab
located on the upper right corner of the welcome screen.
Log into ISS here.
Within 40 days of submitting your application for survey, you will be contacted by your applications and
scheduling account representative (ASAR), who will help you schedule a survey date.
About six months before you submit your Survey Tool, you will be assigned an accreditation survey coordinator
(ASC), who will help you during the survey process. Contact them at
NCQA Customer Engagement staff are available to help organizations determine a suitable product based on
eligibility criteria, business objectives and program structure. For organizations new to NCQA Accreditation, staff
can also provide step-by-step guidance on the application process and give an overview of policies and
procedures, the fee structure, the timelines and survey preparation. Contact them at
NCQA Customer Support
For all other questions, contact Customer Support at 888-275-7585, 8:30 a.m.–5:00 p.m. ET, or email