CCDQ Re-Certifies MAXIMUS Georgia Families Call Center Operations

MAXIMUS’ Georgia Families call center has been re-certified as a “Certified Center of Excellence” by Purdue University's (News - Alert) Center for Customer-Driven Quality (CCDQ).

This award was given after the Georgia Families project met objective, quantitative criteria and successfully achieved all audit measurements set by BenchmarkPortal.

MAXIMUS provides government services and is focused on providing health and

human services program management and consulting services to its clients. According to a release, Georgia Families is the fifth call center operated by MAXIMUS to receive this recognition.

“We re-certified the MAXIMUS Georgia Families call center operations as a Center of

Excellence after evaluating the company’s ongoing effectiveness and efficiency in interacting with their customers,” said Dr. Jon Anton of the CCDQ. “We applaud their commitment to superior customer service.”

BenchmarkPortal (News - Alert), the custodian of the CCDQ evaluated the Georgia Families call center for several criteria including operational efficiency, service level standards, process management, customer satisfaction, leadership resources and employee training.

Operating the Georgia Families Program for the Georgia Department of Community Health since 2005, MAXIMUS has facilitated program enrollment for eligible members of Medicaid and PeachCare for Kids, Georgia’s Children’s Health Insurance Program.

The project’s toll-free customer service line is a Certified Center of Excellence, and ranks among the top ten percent of the 20,000 call centers evaluated by the CCDQ.

“This re-certification demonstrates our commitment to maintaining stringent call center processes and operations for the Georgia Families program,” said Bruce Caswell, president and general manager of the MAXIMUS Health Services Segment. “Operating a high quality call center is a critical step in ensuring program beneficiaries across Georgia access health care in an efficient and effective manner.”

Read a related article on TMCnet “Marketlink to Open Call Center in Indianola, Iowa.”

Anuradha Shukla is a contributing editor for TMCnet. To read more of her articles, please visit her columnist page.

Edited by Juliana Kenny