The Washington Health Benefit Exchange recently announced that the call center for Washington Healthplanfinder will now be operated by Faneuil, a specialist in business processing solutions for both commercial and government entities. Located in Spokane, Wash., Washington, Healthplanfinder is the state’s new online health insurance marketplace which will open in September 2013. Residents will be enrolled from October 1 for coverage which will begin from January 1, 2014.
In a statement, Beth Walter, director of Operations for Washington Healthplanfinder, said “We are proud to partner with Faneuil to bring quality support to our customers. The company has extensive experience developing and providing exemplary customer service in highly complex environments – a skill that will be important to our overall success with Washington Healthplanfinder.”
Washington Healthplanfinder has been designed as a friendly online marketplace for individuals, families and small businesses where they can compare different health insurance plans and then identify the best plan which addresses both their needs and is within their budget. The Faneuil-run call center will provide customer service support via its agents and brokers, and an extensive state-wide network of certified in-person help.
Anna Van Buren, CEO for Faneuil said that, “We’re honored that the State of Washington recognizes how we have represented and supported our call center clients for the past 20 years. We have a solid track record of delivering exemplary service, meeting rigorous deadlines, and maintaining strong client relationships. We’re excited about the quality workforce available for this call center in Spokane and we are privileged to be asked to be part of this new initiative to help Washington residents.”
One of the most important criteria for Faneuil’s selection was its proven implementation history. Furthermore, the company can quickly and efficiently deploy its staff while also being flexible enough to make adjustments to changing conditions and varying call volumes.
The call center will have 60 representatives in Spokane and will have an overflow staff available to address any increase in call volumes. Additionally, there will a bilingual staff for Spanish speakers.
Edited by Brooke Neuman