Commercial insurers and other non-government healthcare providers are supported not only through the processing of customer interactions, but also by ensuring that services are fully compliant with legal and industry-specific guidelines. There is no room for error in maintaining strict compliance with the Health Insurance Portability and Accountability Act (HIPAA) or in the secure and confidential handling of Protected Health Information (PHI) and Personally Identifiable Information (PII).
Particularly in interactions with customers who may be in difficult circumstances, our Customer Service Representatives are trained to demonstrate caring, empathy and a sincere desire to help. They put themselves in someone else’s place to better understand each situation and apply their program knowledge and insight to suggest possible options, or route calls to experts with advanced knowledge and authority.
Whether customers on the line are requesting general information or seeking answers specific to their needs, Faneuil CSRs respond with compassion and reassurance.