Faneuil
MNsure Retains Faneuil to Provide Contact Center Services
Faneuil will support MNsure customers by telephone on an overflow basis, supplementing MNsure’s own contact center in St. Paul, Minn.
    September 29, 2017

    HAMPTON, VIRGINIA – MNsure, the Minnesota-based health insurance marketplace established to serve state residents seeking healthcare coverage under the provisions of the Affordable Care Act (ACA), has selected Faneuil, Inc., to provide contact center services.

    Under terms of the agreement, Faneuil will support MNsure customers by telephone on an overflow basis, supplementing MNsure’s own contact center in St. Paul, Minn. Faneuil staff will assist MNsure customers during ACA open enrollment periods, as well as provide year-round customer support for the Minnesota Health Care Program.

    Overflow services for MNsure will be delivered by Faneuil customer service representatives based in Faneuil’s newest contact center, which is located in Wichita, Kansas, and occupies the ground floor of the historic Union Station building. The landmark structure, built in 1914 to reflect the importance of Wichita as a point of convergence for five railroads, has been restored as a venue for business and community use.

    The selection of Faneuil enables MNsure to take advantage of Faneuil’s newly expanded capacity in Wichita to house customer care and business processing operations for health and human services clients nationwide. Faneuil also provides customer support for other state-based health insurance marketplaces from facilities located throughout the U.S.

    “MNsure is excited to work with an organization with so much relevant expertise within the field,” said MNsure Chief Executive Officer Allison O’Toole. “Faneuil is a great addition to our customer service team.”

    “MNsure has provided exceptional service to its customers since the nationwide implementation of the Affordable Care Act in 2013,” notes Faneuil President and Chief Executive Officer Anna Van Buren. “We are honored that MNsure recognized the same dedication to customer care in its selection of Faneuil, and we welcome the opportunity to prove Faneuil’s commitment to become a trusted and responsive partner to MNsure for the long-term.”

    About MNsure: MNsure is Minnesota's health insurance marketplace where individuals and families can shop, compare and choose health insurance coverage. Ninety-six percent of Minnesotans have health coverage—the highest percentage in state history. In plan year 2017, more than 500,000 Minnesotans have found health coverage through MNsure. The 2018 open enrollment period begins November 1, 2017, and ends on January 14, 2018. More information can be found at mnsure.org.

    About Faneuil: For more than 23 years, Faneuil (www.faneuil.com) has successfully designed, implemented and operated contact centers on behalf of highly regulated government and commercial clients. Headquartered in Hampton, Virginia, Faneuil provides outsourced customer care and other business processing solutions for an extensive client portfolio nationwide, managing more than 600 million customer interactions each year. Services are provided to customers through multiple channels, including inbound and outbound calling, chat messaging, email, fax, mail correspondence, and face-to-face communications. Utilizing advanced applications and a team of more than 5,500 service professionals, Faneuil delivers broad support to several diverse industries – including health and human services, transportation, utilities, government and commercial services – from 47 locations in the U.S.

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