Business Intelligence Group’s business and industry awards attract submissions from around the world. With such a large field of contenders, the Convey Health Solutions (Convey) team was especially pleased to receive two 2021 Excellence in Customer Service Awards. For the second year in a row, Convey stood out in the technology and outsourcing partner categories. This recognition is particularly gratifying considering the challenges experienced by our clients, their health plan members, and our staff last year.
“On the frontline of our uncertain times are customer service professionals and suppliers without whom we wouldn’t be able to live as comfortably as we have for the last year,” said Maria Jimenez, chief operating officer of the Business Intelligence Group. “It is our honor to recognize Convey Health Solutions as they are leading by example and making real progress on improving the daily lives of so many.”
Miramar Solution Consistently Stands Out
Convey’s vision is to empower health plans to excel. The Miramar platform, which serves the Medicare markets, is a robust tool in making that a reality. Medicare plan sponsors can manage all aspects of enrollment, premium billing, eligibility, grievances, and membership reconciliation functions.
Currently, Miramar supports over 10 million Medicare members, and, last year, it processed over 2.2 billion transactions between health plans, Centers for Medicare & Medicaid Services, financial institutions, claims processors, and others.
“We’re proud the platform continues to gain recognition,” said Stephanie Jones, president of advanced plan administration. “By leveraging technology that streamlines processes at industry-leading automation rates, we’re providing the best health insurance member experience and improving our clients’ operations.”
Superior Service in Extraordinary Times
In March 2020, Convey, like countless businesses around the world, needed to quickly switch to a remote workforce as securely as possible. Our work at home initiative and the features built into Miramar resulted in limited disruption for our clients. Within two weeks, over 1,000 customer service team members were remotely providing high-quality services.
The pandemic changed consumer behavior and companies needed to be nimble and adapt. At Convey, we saw a surge in supplemental over-the-counter benefit utilization. Our customer service and distribution teams stepped up to support beneficiaries so they could obtain the products they needed from the safety of their homes. As a result, there was a considerable surge in overall benefit utilization. In the first three days of April, we received approximately 30% of the entire month’s call volume.
“In a demonstration of extraordinary commitment to exceptional customer service,” explained Melissa Murray, vice president of operations, “team members didn’t skip a beat in providing beneficiaries with uninterrupted access to healthcare benefits while maintaining a safe work environment during a state of global pandemic.”
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 Business Intelligence Group | The Business Intelligence Group was founded with the mission of recognizing true talent and superior performance in the business world. Unlike other industry award programs, these programs are judged by business executives having experience and knowledge. The organization’s proprietary and unique scoring system selectively measures performance across multiple business domains and then rewards those companies whose achievements stand above those of their peers.