Since 1989 — 37 years
Member contact, run by people who have done it since 1989.
Contact center services for health plans and national associations — outbound outreach and inbound member services, in English and Spanish, across Medicare, Medicaid, ACA and commercial lines of business.
- Lines of business
- Medicare · Medicaid · ACA · Commercial
- Languages
- English · Spanish
- Contact center
- Fort Lauderdale, Florida
- Attested
- SOC 2 Type 2 · HIPAA
- Controls monitored
- 65 across 11 families
- Agents employed
- 50,000+
- Licensed insurance agents
- 1,000+
- Operating since
- 1989
Figures as published by GMS Connect. Control counts from the live trust center.
Capabilities
What we run, end to end
Programmes are staffed, scripted, quality-monitored and reported by GMS. Licensed and non-licensed agents, on shore, in one building.
Outbound
Reaching members before a problem becomes a claim, a disenrollment, or a lost star.
- Sales / Member Outreach
- Health Needs Assessments
- New Member Acquisition
- Lead Generation / Enrollment
- Appointments for Field Agents
- Rate Change Support
- Plan / Benefit Changes
- Enrollment Processing
- Win Backs / Retention
- Seminar Registrations
- Post-Discharge Surveys
- Improvements in HEDIS Scores
Inbound
Answering the member who has already picked up the phone — including the ones who all call in the same eight weeks.
- Inbound Customer Care
- Open Enrollment (Seasonal)
- Gaps in Care
- Claims Status
- Member Services
- Activation Services
- Medication Reminders
- Product or Service Introductions
- Patient Satisfaction Surveys
- Physician Referral Services
- Inbound Acquisition
- Technical Support
Programme results
2,000,000+ Medicare members reached
2,000,000+ Medicaid members reached
+50% Increase in engagement rate
+28% Increase in PCP visit rates
Figures as published by GMS Connect. Timeframe and campaign basis to be confirmed.
Industries we serve
Trust
Member data, handled under audit
Industry-standard measures, regular security audits, and proactive threat monitoring. Continuously monitored by Secureframe.
- SOC 2 Type 2
- Attested
- HIPAA
- Attested
- CMS compliant service solutions
- Stated on gmsconnect.com
An independent audit of controls over security, availability and confidentiality, measured across a period of operation rather than at a single point in time.
Controls governing the handling of protected health information, covering workforce training, access control, and breach response.
Staff are trained to comply with industry regulations for data security and confidentiality across Medicare and Medicaid programmes.
Control families
65 controls- Organizational Management13
- Access Security11
- Change Management07
- Network Security06
- Risk Assessment05
- Communications05
- Confidentiality04
- Incident Response04
- Physical Security04
- Availability03
- Vulnerability Management03
Mission & vision
Mission
Every client should have the ability to deliver excellent member experience in every interaction in order to build brand loyalty and improve member satisfaction.
Vision
GMS will deliver exceptional value to our clients through innovation, continuous collaboration, and unparalleled quality in their member interactions.
“What sets GMS Connect apart as a company is our passion for excellence in every contact and our commitment to the success of our clients and their customers.”
Next step
Start with a conversation about your programme.
Tell us the population, the campaign and the outcome you are measured on. We will tell you how we would run it.