How We've Served Our Customers
Eight years of providing detailed information and assistance with the Affordable Care Act health insurance options and enrollment process, ramping up from steady-state to over 400 agents for the annual Open Enrollment period. Pearl received Supplier of the Year Award from the prime contractor for our outstanding performance on this program.
Provided 400 Virtual Customer Service Representatives and Supervisors supporting the IRS Live Agent Call Center Support Program. Pearl responded to general inquiries regarding the Economic Impact Payment (EIP) and Coronavirus Aid Relief & Economic Security (CARES) Act-related inquiries.
Pearl helped serve the 2020 Census with 800 agents and 100 program management and contract support personnel. We provided multilingual inbound Customer Service Representatives (CSRs), management, training, Work Force Management, reporting, and adherence to Service Level Agreements (SLAs) in support of the Census Questionnaire Assistance Program.
Providing Financial Processors and Administrative Clerks to perform bookkeeping, data reviews, document searches, interpreting, selecting, and coding items to be entered from a variety of document sources.
Office of Personnel Management, Federal Annuitant Health Benefits Open Season - Providing Virtual Customer Service Representatives and Supervisors supporting the OPM Federal Health Benefits Open Season. Customer Service Representatives respond to requests for information and assist beneficiaries with the annuitant processing of enrollment changes during open enrollment.
Provided a Virtual Contact Center in support of Medicaid enrollment for Pennsylvania’s population of aged and people with disabilities. Services included outbound call assistance, case file review, assessment of needs of care, provider referrals, and care coordination. The contract required that Pearl deliver Customer Service Representatives from a niche workforce of people with disabilities.
Provided a bilingual Virtual Contact Center supporting aging and frail populations of New York City. Assisted callers with information and referrals to providers of social determinants of care within the ArchCare system and other health care providers and systems within the five Boroughs. This contract mandated geo-mapping the workforce to Staten Island and the Bronx - two of the strongest concentrations with frail and elderly populations needing care navigation services.
One year pilot program providing support care navigation for 500 patients with chronic conditions, allowing them to remain safely in their homes. Supportive Care Navigators helped with non-clinical needs such as appointment scheduling and arrangements for transportation, home care visits, housekeeping, and food delivery. Pearl’s support provided improved access to care and patient satisfaction.
Provided a niche workforce of disabled veterans to support a variety of virtual administrative assistant functions.to Pfizer Pharmaceutical Corporation. Services included: appointment setting, recruiting support, financial spreadsheets, SharePoint administration, PowerPoint presentations, transcription, travel arrangements, expense reports, and event planning.
