MAXIMUS Contact Center Operations for New York’s Medicaid Programs Achieve Recognition as a Center of Excellence for Fourth

  MAXIMUS Contact Center Operations for New York’s Medicaid Programs Achieve
  Recognition as a Center of Excellence for Fourth Time

Business Wire

NEW YORK -- October 24, 2013

MAXIMUS (NYSE: MMS), a leading provider of government services worldwide,
announced today that its New York Enrollment Broker Services customer contact
center has been recognized as a “Certified Center of Excellence” by
BenchmarkPortal. This is the fourth time the center has received the

The MAXIMUS customer contact center achieved the Center of Excellence
distinction based on best practice metrics drawn from the world’s largest
database of objective and quantitative performance data from thousands of
contact centers. Performance data collected from the MAXIMUS contact center
achieved BenchmarkPortal’s objective and quantitative criteria in areas such
as operational efficiency, service-level standards, customer satisfaction and
employee training.

The New York Enrollment Broker Services customer contact center serves 4.5
million members of the statewide Medicaid managed care and long-term managed
care programs. MAXIMUS provides education and enrollment services, which
include assisting program members with the selection of a health insurance
plan that best fits their health needs. In operation since 1998, the contact
center serves all Medicaid programs in 45 New York counties and handles
approximately 1.1 million calls annually.

“We are very pleased to receive this recognition again, especially during a
period in which our New York Enrollment Broker contact center was expanding
its services in support of the state’s landmark Medicaid redesign project.
This undertaking included assisting more than 200,000 individuals with
significant health needs to enroll in Medicaid’s long-term managed care
program. Our commitment to high-quality and effective customer service did not
waiver during this transitional period,” commented Bruce Caswell, President
and General Manager of MAXIMUS Health Services.


MAXIMUS is a leading operator of government health and human services programs
in the United States, United Kingdom, Canada, Australia and Saudi Arabia. The
Company delivers business process services to improve the cost effectiveness,
efficiency and quality of government-sponsored benefit programs, such as
Medicaid, Medicare, Children's Health Insurance Program (CHIP), Health
Insurance BC (British Columbia), as well as welfare-to-work and child support
programs around the globe. The Company's primary customer base includes
federal, provincial, state, county and municipal governments. Operating under
its founding mission of Helping Government Serve the People^®, MAXIMUS has
approximately 9,750 employees worldwide. For more information, visit

About BenchmarkPortal

Founded in 1995, BenchmarkPortal is a global leader in the contact center
industry providing benchmarking, certification, training, consulting and
industry reports. The BenchmarkPortal team of professionals has gained
international recognition for its expertise and an innovative approach to best
practices for the contact center industry and hosts the world’s largest
database of contact center metrics. BenchmarkPortal’s mission is to help
contact centers reach peak performance in operational effectiveness and
efficiency so that the centers will realize increased levels of agent and
customer loyalty while containing costs and building enterprise value. For
more information on BenchmarkPortal please visit


Lisa Miles, 703-251-8637
Blake Travis, 703-251-8398
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