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News : Connecticut Exchange Hires New Call Center Vendor
Hartford, CT, USA, Sep 22, 2016 -- Connecticut’s health insurance exchange, Access Health CT, will start enrollment on Nov. 1 with a new call center vendor.
Access Health CT hired Faneuil, Inc. to take over as the new call center vendor. It’s previous vendors Maximus will be exiting in a few weeks, according to state officials.
Instead of charging by the minute, Access Health CT will pay Faneuil a fixed amount for every customer who calls. Michel said that puts the pressure on Faneuil to be efficient when handling the calls.
"It ensures we’re paying for quality," Michel told the Access Health CT board of directors Thursday.
There are also penalties if they fail to meet certain expected quality measurements, Michel said.
It took several months in 2014 for Access Health CT to agree to release its previous contract with Maximus. Access Health CT, over the objections of Maximus, finally relented after a Freedom of Information complaint from WNPR reporter Jeff Cohen.
Michel said he thinks Faneuil will be more effective than Maximus because all of the employees they are hiring are full-time, with full benefits and not temporary employees. There will be 350 employees handling calls from Connecticut customers during the open enrollment period, Nov. 1 through Jan. 31, 2017.
Michel said they are transitioning away from Maximus employees handling calls and by next Monday Faneuil employees will be handling 100 percent of the calls to the center. As of today about 75 percent of the calls are being handled by Faneuil employees.
Posted by Veronica Silva Cusi, news correspondent
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More Editorial From The Faneuil Group
About The Faneuil Group:
The Faneuil Group is recognized as one of North America''s providers of customer contact solutions for a variety of clients. Today Faneuil manages in excess of 50 programs for 22 clients, including a dozen Fortune 500 Companies. With unparalleled industry expertise, Faneuil fully supports end-to-end solutions that build success through effective customer care management and unique value-added features and applications.
About Access Health CT:
Connecticut's official health insurance marketplace, implementing Health Care Reform to ensure residents and small businesses have access to the quality coverage they need.
Published: Tuesday, September 27, 2016