HARTFORD, Conn. (September 22, 2016) – Today, Access Health CT announced that it has executed a contract with Faneuil, Inc. to provide customer care and other business processing support. Faneuil was selected following an extensive open-bid process that included a review of the company’s past experience in call center operations, prior client recommendations, in-person presentations, and an evaluation of the cost of services. In addition to its call center functions, Access Health CT plans to have Faneuil implement a new broker, or health insurance advisor, program to provide advice to consumers when selecting healthcare coverage through AHCT.
“The customer experience is our number one priority,” said AHCT CEO Jim Wadleigh. “The goal of our call center is to provide a positive experience for anyone who contacts us for information and assistance in enrolling in healthcare coverage. We also take the security of our customers’ information very seriously. Having a partner like Faneuil is a key component to ensuring excellent customer service.”
“To ensure that our customers receive the best care possible, we opened a competitive bidding process for these services. Faneuil was selected because they put forth the best proposal.”
“We are also pleased about the planned health insurance advisor program. Because carriers have indicated that they will no longer pay broker commissions, AHCT has been searching for a solution that will enhance the customer experience. Along with the hiring of our new call center vendor, we believe this is an important step in our goal to put customer service front and center in everything we do while adapting to current marketplace forces.”
The company will recruit approximately 20 certified brokers to assist with enrolment during OE 2017. The majority of these health insurance advisors will be placed in the call center while others will be working from AHCT storefronts. In addition, a few will be kept on once OE 2017 is complete to assist with special enrollments during the rest of the year.
Faneuil brings to the table more than 22 years of experience operating customer care centers, with additional healthcare industry-specific experience. Their approach to healthcare customer service is to provide exceptional customer care while maintaining accuracy and attention to detail, all of which enhance the brands they represent.
Faneuil, Inc., is a nationally recognized leader in outsourcing support, ranging from customer care centers, fulfillment operations, and IT Services, to other business processing. The company is based in Hampton, Virginia, with other customer support center locations nationwide including a new center located here in Bristol, Connecticut. The new Bristol customer care center, when fully staffed during Open Enrollment, will employ 350 representatives.
Faneuil has been integrally involved in providing eligibility and enrollment support to State-based Health Benefit Exchanges since the nationwide implementation of the Affordable Care Act and the inaugural 2013/2014 Open Enrollment period. Since that pioneering first year, Faneuil has provided multichannel customer care and business processing support to State-based Exchanges, with Access Health CT becoming the company’s newest HBE client partner.
“We are honored to have been selected by Access Health CT to provide customer care and supporting services for Connecticut residents enrolling in ACA-qualified health insurance plans and for recipients of Medicaid Insurance and Children’s Health Insurance Programs,” said Faneuil President and Chief Executive Officer Anna Van Buren. “Faneuil shares the vision of Access Health CT in being wholly focused on the provision of consistently exceptional customer service, and we welcome the opportunity to be involved in linking thousands of Connecticut residents with health care coverage that meet the needs of themselves and their families.”
“Faneuil’s strong reputation, positive customer service record, and healthcare industry experience speak for themselves,” said AHCT CEO Jim Wadleigh. “We look forward to them putting their vast experience to work for our customers here in Connecticut.”
About Access Health CT
Access Health CT (AHCT), Connecticut’s official health insurance marketplace, is a quasi-public agency created by the Connecticut legislature in 2011 to satisfy requirements of the federal Affordable Care Act. AHCT’s mission is to increase the number of insured residents in Connecticut, promote health, lower costs, and eliminate health disparities. Connecticut residents and small business owners can compare and enroll in health care coverage and apply for tax credits for individuals through AHCT. AHCT (or the Marketplace) also partners with the Dept. of Social Services for eligibility and enrollment with state Medicaid Insurance and Children’s Health Insurance Programs. For more information, please visit www.AccessHealthCT.com, like us on Facebook at www.facebook.com/AccessHealthCT and follow us on Twitter @AccessHealthCT.
For more than 22 years, Faneuil has successfully designed, implemented and operated contact centers on behalf of highly regulated government and commercial clients. Headquartered in Hampton, Virginia, Faneuil provides outsourced customer care and other business processing solutions for an extensive client portfolio nationwide, managing more than 600 million customer interactions each year. Services are provided to customers through multiple channels, including inbound and outbound calling, chat messaging, email, mail correspondence, and face-to-face communications. Utilizing advanced applications and a team of more than 4,000 service professionals, Faneuil delivers broad support to several diverse industries, including health and human services, transportation, utilities, government services and commercial services.