When Convey Health Solutions (Convey) was presented with the 2021 Gold Stevie® Award for Customer Service Management Team of the Year, it was a welcome recognition and culmination of a year in which extraordinary efforts were taken. The accolade was further complemented by a bronze award for Customer Service Team of the Year in The 19th American Business Awards®
With the discovery of the first U.S. case of COVID-19 in January 2020, Convey leadership and crisis management teams assessed the potential threat. As an essential business and leading provider of healthcare technology and support services, it was critical that Convey continue to operate and provide high quality, uninterrupted systems and services.
Once the World Health Organization declared COVID-19 a global pandemic, Convey transitioned from a traditional brick and mortar work environment to a remote workforce as soon as possible. Despite the sensitive nature of the data and services Convey provides and the complex security and system access requirements necessary to compliantly service its clients, a work-at-home (WAH) model and transition strategy were put into place. Convey’s management team demonstrated extraordinary commitment and resilience; within two weeks of the launch of the WAH model, approximately 1,063 Convey team members transitioned to a remote work environment.
"No Small Undertaking"
Both awards result from the remarkable team effort and focused coordination it took to accomplish the transition to work-at-home, and the adjustments needed to meet the dramatically changing needs of Medicare beneficiaries during the pandemic.
One of the Stevie® Award judges summed up this massive effort, and the primary reason Convey’s customer service management team was selected for the organization’s prestigious Gold Stevie® Award: “The outstanding job that they did converting a large workforce to work-from-home agents in a matter of days… is no small undertaking and required strategic orchestration to ensure a smooth transition while avoiding a negative impact to the customer experience. It appears that Convey did exactly this and more. This required outstanding contribution from both agents and management. Kudos to all for a job well done.”
By following a pre-emptive path focused on effective communication and member satisfaction, the Convey customer service management team was integral to the achievement of these impressive outcomes:
- continued success in service level performance;
- increased employee productivity;
- enhanced client satisfaction; and
- decreased absenteeism.
Jonathan Starr, Convey’s president of supplemental benefits administration said, “Our entire customer service group ensured we employed every resource possible to protect our staff, while remaining committed to our clients and to providing excellent customer service. The Customer Service Management Team of the Yearand Customer Service Team of the Year awards are well-deserved.”
About Convey Health Solutions | Convey Health Solutions is a specialized healthcare technology and services company that is committed to providing clients with healthcare-specific, compliant member support solutions utilizing technology, engagement, and analytics. The Company’s administrative solutions for government-sponsored health plans help to optimize member interactions, ensure compliance, and support end-to-end Medicare processes. By combining its best-in-class, built-for-purpose technology platforms with dedicated and flexible business process solutions, Convey Health Solutions creates better business results and better healthcare consumer experiences on behalf of business customers and partners. The Company’s clients include some of the nation’s leading health insurance plans and pharmacy benefit management firms. Convey’s healthcare-focused teams help millions of Americans navigate the complex Medicare Advantage and Part D landscape. To learn more, please visit www.ConveyHealthSolutions.com.
About The Stevie Awards | Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at http://www.StevieAwards.com.
Sponsors of the 15th annual Stevie Awards for Sales & Customer Service include Sales Partnerships, Inc., and ValueSelling Associates, Inc.
Sponsors of the Stevie Awards in the 19th American Business Awards Stevie Awards include John Hancock, Melissa Sones Consulting, and SoftPro.