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Convergys, Palmetto GBA: Here For Your Drug Calls

July 19, 2005

I want the best drugs available. I'm talking about the good stuff. Can you get me the best drugs available? 

 

This question is one of many that contact center services provider Convergys and Medicare contractor Palmetto GBA seek to provide answers to in an announcement made this morning. Announced today is the news that Convergys has signed a contract to manage inquiries related to new Medicare prescription drug coverage. Both companies will provide contact center support for the Centers for Medicare & Medicaid Services (CMS), a federal agency within the U.S. Dept. of Health and Human Services. Around 500 Convergys North American contact center agents will manage inquiries that come through 1-800-MEDICARE, the phone number that beneficiaries call to have answered their questions about Medicare, forthcoming Medicare changes and subsequent prescription drug coverage.  

See the press release below for details.

 

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DRB 

 

 

Convergys Signs Contract to Manage Inquiries about New Medicare Prescription Drug Coverage 

 

(Cincinnati and Columbia, SC; July 19, 2005) - - Convergys Corporation (NYSE: CVG), a global leader in providing customer care, human resources, and billing services, announced today a customer care contract with Palmetto GBA, one of the largest Medicare contractors in the United States.

Convergys and Palmetto GBA will provide contact center support for the Centers for Medicare & Medicaid Services (CMS), a federal agency within the U.S. Department of Health and Human Services.

 

Approximately 500 Convergys North American contact center agents will manage inquiries that come in through 1-800-MEDICARE, the telephone number that beneficiaries call with questions about Medicare, upcoming Medicare changes, and subsequent prescription drug coverage.  Starting January 1, 2006, new Medicare prescription drug coverage will be available to all 42 million Medicare beneficiaries and they will be able to get information about the new coverage from 1-800-MEDICARE. 

 

“As one of the largest Medicare contractors in the United States, Palmetto GBA has been entrusted to administer health insurance claims for millions of Americans, and we understand that providing superior quality services is key to our continued success,” said Bruce Hughes, President of Palmetto GBA. “By teaming with Convergys – the leading provider of outsourced customer care services in the U.S. – we are ensuring the delivery of superior customer care to beneficiaries in need of information about their Medicare and prescription drug coverage under the new plan.” 

 

“Convergys shares Palmetto GBA’s commitment to superior customer care, and we are delighted to team with Palmetto GBA to support CMS – one of the largest and most highly regarded customer service programs in the federal government,” said Jack Freker, President of Convergys’ Customer Management Group. “We look forward to applying our unparalleled customer care experience and expertise to help Medicare beneficiaries receive the answers they need to make informed decisions about their healthcare."

 

CMS administers the Medicare program and works in partnership with the states to administer Medicaid, the State Children’s Health Insurance Program, and health insurance portability standards.  Palmetto GBA has long been a partner of CMS and provides a variety of services to healthcare

facilities, doctors, and patients throughout the United States.  In addition to Medicare claims processing, Palmetto GBA provides customer service and provider education, processes appeals, and conducts pre-payment medical reviews.

 

By applying more than 20 years of operational experience in customer care, Convergys brings clarity and rigor to defining, implementing, and managing client-specific solutions.  Convergys helps its clients improve operational efficiency and service quality, enrich the customer experience, and strengthen customer relationships to improve their competitive advantage and increase revenue growth.  Convergys is outthinking and outdoing [tm] on behalf of its clients every day.



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