MAXIMUS (NYSE: MMS), a leading provider of government services worldwide, announced today that its New York Enrollment Broker Services customer contact center has been recognized as a “Certified Center of Excellence” by BenchmarkPortal. This is the fourth time the center has received the designation.
The MAXIMUS customer contact center achieved the Center of Excellence distinction based on best practice metrics drawn from the world’s largest database of objective and quantitative performance data from thousands of contact centers. Performance data collected from the MAXIMUS contact center achieved BenchmarkPortal’s objective and quantitative criteria in areas such as operational efficiency, service-level standards, customer satisfaction and employee training.
The New York Enrollment Broker Services customer contact center serves 4.5 million members of the statewide Medicaid managed care and long-term managed care programs. MAXIMUS provides education and enrollment services, which include assisting program members with the selection of a health insurance plan that best fits their health needs. In operation since 1998, the contact center serves all Medicaid programs in 45 New York counties and handles approximately 1.1 million calls annually.
“We are very pleased to receive this recognition again, especially during a period in which our New York Enrollment Broker contact center was expanding its services in support of the state’s landmark Medicaid redesign project. This undertaking included assisting more than 200,000 individuals with significant health needs to enroll in Medicaid’s long-term managed care program. Our commitment to high-quality and effective customer service did not waiver during this transitional period,” commented Bruce Caswell, President and General Manager of MAXIMUS Health Services.About MAXIMUS MAXIMUS is a leading operator of government health and human services programs in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The Company delivers business process services to improve the cost effectiveness, efficiency and quality of government-sponsored benefit programs, such as Medicaid, Medicare, Children's Health Insurance Program (CHIP), Health Insurance BC (British Columbia), as well as welfare-to-work and child support programs around the globe. The Company's primary customer base includes federal, provincial, state, county and municipal governments. Operating under its founding mission of Helping Government Serve the People ®, MAXIMUS has approximately 9,750 employees worldwide. For more information, visit www.maximus.com. About BenchmarkPortal Founded in 1995, BenchmarkPortal is a global leader in the contact center industry providing benchmarking, certification, training, consulting and industry reports. The BenchmarkPortal team of professionals has gained international recognition for its expertise and an innovative approach to best practices for the contact center industry and hosts the world’s largest database of contact center metrics. BenchmarkPortal’s mission is to help contact centers reach peak performance in operational effectiveness and efficiency so that the centers will realize increased levels of agent and customer loyalty while containing costs and building enterprise value. For more information on BenchmarkPortal please visit www.BenchmarkPortal.com.
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