Administrative Call Centers

For public and private pharmacy benefit managers alike, it is critical to provide members with full access to information regarding their pharmacy benefits. Commonwealth Medicine, UMass Medical School’s health care consulting division, helps both Medicaid programs and private companies provide that essential support to their members through our affiliate Public Sector Partners, Inc.

We provide complete inbound and outbound telephone support for our clients. Our services combine the advantages of state-of-the-art technology with the personal expertise of our carefully-selected and highly-trained customer service representatives (CSRs). Our representatives currently serve clients that provide health care benefits and services to more than 250,000 individuals.

On average, the Public Sector Partners administrative call centers receive 15,000 calls each month, with an average wait time of 30 seconds or less per call. Our abandonment rate is less than 3 percent.

We also have outbound calling capabilities. Our customer service representatives have conducted numerous targeted outreach campaigns to clients’ members — educating them about changes to their benefits and/or additional benefits that are available to them. In one client’s program, for example, we completed 8,000 outbound calls within 14 business days to assist identified members in maximizing their drug benefits.