BOSTON – Aug. 21, 2019 – The Massachusetts Health Connector has selected Faneuil as its new customer service vendor due to its extensive experience in supporting state-based exchanges and demonstrated ability to improve existing communication channels and create new platforms for customer interaction.
Starting in June 2020, Faneuil will operate the Health Connector’s contact center and walk-in locations and deliver new ways for the Health Connector’s more than 300,000 health and dental insurance members to get information and help about their coverage.
“Our top priority is delivering accurate information and support to our members in the way most convenient to them, to ensure they have the access to affordable coverage they deserve,” said Louis Gutierrez, the Executive Director of the Massachusetts Health Connector. “We are looking forward to working with Faneuil and delivering high-quality customer service to our members.”
“The Massachusetts Health Connector is considered a trailblazer and leader in health care reform by insuring nearly 98 percent of state residents,” said Faneuil President and Chief Executive Officer Anna Van Buren. “We are honored to partner with Massachusetts Health Connector and welcome the opportunity to serve its customers by increasing the communication channels available to customers and leveraging our many years of expertise supporting state-based exchanges.”
The Health Connector handles more than 1 million phone calls year, and walk-in centers in Boston, Worcester, Springfield and Brockton provide in-person support to nearly 83,000 visitors per year. Faneuil will take over operations of the contact center and walk-in centers, bringing along the experience it has built in working with state-based health insurance exchanges in California, Washington, Minnesota and Connecticut. Faneuil will also work to deliver new ways for the Health Connector to interact with members, including online chat, email and text platforms that have not been available to Health Connector members in the past.
For more than 25 years, Faneuil (www.faneuil.com) has specialized in designing, implementing managing and operating multichannel customer care and back-office business processing solutions for government and commercial clients operating in complex, highly regulated environments nationwide. Headquartered in Hampton, Va., Faneuil delivers broad support to several diverse industries, including health and human services, transportation and tolling, utilities, state and municipal governments, and commercial/retail services. With an unrelenting focus on creating consistently positive customer experiences, Faneuil’s customer care professionals are intent on building the brands and reputations of its client partners every day.
About the Massachusetts Health Connector
The Massachusetts Health Connector is the Commonwealth’s health insurance exchange, and currently serves more than 300,000 individuals and small-employer members with health and dental insurance. Massachusetts residents who do not have health insurance from an employer or other entity can use the exchange to gain coverage. Through the ConnectorCare program, income-qualifying residents can access coverage that includes low-cost premiums and co-pays, and no deductibles. Access to health coverage for individuals and small businesses can be found at the Health Connector’s website, MAhealthconnector.org.