Faneuil’s extensive experience in tailoring customer care solutions for government entities that operate in the healthcare industry encompasses state-based Health Benefit Exchanges, Medicaid and other public assistance programs. We also collect and distribute information on infectious diseases on behalf of affiliates of the Centers for Disease Control and Prevention.
As a partner to states that have chosen to comply with the federal Affordable Care Act by establishing their own Health Benefit Exchanges, Faneuil assists consumers in determining their eligibility to participate, comparing the benefits of available insurance plans to the needs of their families, and enrolling them in the plans they have selected. In both year-round and cyclical programs that coincide with the nationwide Open Enrollment Period, Faneuil’s Customer Service Representatives provide one-on-one support to consumers through multiple channels and in strict compliance with the Health Insurance Portability and Accountability Act (HIPAA). In some states, we also serve as a “one stop shop” in connecting residents with public assistance programs for which they may be eligible, including Medicaid and Children’s Health Insurance Programs (CHIPs).
Understanding the seasonality of programs in which activity increases or decreases throughout the year, Faneuil’s workforce management team ensures that sufficient staffing is continuously in place to meet predictable peaks in service volumes, as well as those that could not be anticipated, perhaps resulting from media reports or legislative rulings. Our staff undergoes extensive training in the classroom and in closely supervised on-the-job settings to ensure the information they provide is accurate, complete and timely.
Recognizing how critical access to health care is for those who might otherwise remain uninsured and unprepared, we are grateful for the opportunity to have a hand in providing hundreds of thousands of individuals and families with peace of mind.