Call Center Support
Public Sector Partner's customer-centric approach is clearly apparent in our Call Center. Our customer service representatives (CSRs) are specially trained to educate customers on the complexities of various benefit plans and are ready to respond to any questions the member might have. They strive to resolve all customer inquiries upon initial contact. An unmatched knowledge base of public health care and pharmacy programs, in particular Medicare Part D, makes our representatives an important resource to customers.
Public Sector Partner's CSRs have the necessary skills to quickly learn the intricacies of new programs and benefits. Our CSRs are especially sensitive to our Medicare-eligible population's needs, and are well versed and experienced in Medicare Part D Education and Outreach and with assisting members to apply for the Medicare Part D Low Income Subsidy, otherwise known as "Extra Help."
Other features of our call center include:
- Capacity for 24/7, 365-days a year support
- First-time contact escalation and resolution process
- One-third of representatives bilingual
- Inbound and outbound call capacity
- Ability to establish secure messaging and electronic communications
- Mailing services for consumer outreach
- Ability to scale personnel and equipment up or down
- Tailored services for individual client needs
- Rigorous quality assurance controls
- Specialized training, and train-the-trainer capabilities
- Extensive reporting capabilities
For more information on our Call Center & Outreach Services, please contact Public Sector Partners at contactcenter@publicsectorpartners.com.