The customer service operations we provide for Michigan’s Medicaid program have been re-certified as a Center of Excellence by BenchMarkPortal. This important recognition signifies that we’ve surpassed rigorous standards for efficiency and effectiveness in customer service delivery. We operate the Medicaid Enrollment Broker Services contact center for the Michigan Department of Health and Human Services.
Since 1997, we’ve helped millions of Michigan residents secure assistance with their Medicaid health insurance coverage. Through a simplified and person-centric enrollment process, we provide consumers with unbiased choice counseling services so they can select the right health plan for themselves and their families.
“This certification validates our commitment to delivering high-quality, technology-enabled customer service that helps Michigan residents access the information they need in a timely, effective manner,” said Fatima McCasland, Senior Managing Director, Maximus. “Our innovative and customer-centric approach to customer engagement helps residents easily understand their options and make informed decisions about their health coverage.”
Contact centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data audited and validated by researchers from BenchmarkPortal. The certification is provided to customer service contact centers that rank in the top ten percent of centers surveyed. Many of our omnichannel contact centers have received this certification over the past two decades, including this one in Michigan, as well as recent designations for our operations in California and Florida.
“The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said Bruce Belfiore, CEO of BenchmarkPortal. “It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”
We first achieved Center of Excellence certification in 2014 and remain committed to continuously enhancing the customer experience of Michiganders enrolling in health insurance coverage. We brought a new approach to quality assurance for our contact center, leveraging AI-enabled tools to enhance the work of agents dedicated to delivering exceptional customer service. In addition, the Medicaid renewal communication materials we developed were honored in 2024 with Hermes Creative and ClearMark Plain Language awards.