A person doesn’t have to be a fortune teller to know the end of the COVID-19 Public Health Emergency is coming; the only real questions are the final date and what are public health care services doing in the time between now and then to prepare for the changes it will inevitably bring?

When that day ultimately arrives, will your team be fully trained, equipped and staffed not only to manage their everyday tasks but also respond to calls and emails from Medicaid beneficiaries inquiring about their coverage or make outbound calls to inform them of changes in their status or enroll those who will no longer be eligible into an affordable Qualified Health Plan?

If you’re looking to expand your team by outsourcing all or a portion of your contact center or back-office processing operations, our associates are 100 percent onshore and we have the experience and proven success working with government health care agencies to provide the level of care and compassion your team would if it could.

Explore Our Business Process Outsourcing Solutions

For more than 40 years, our white-label customer service and support systems have delivered outstanding customer interactions and outcomes. We will recruit and train staff, oversee quality, maintain compliance, quickly scale to your needs, and report weekly on the work we’re doing for you.

We employ a comprehensive security program to ensure the highest degree of protection for sensitive information. Our technical solutions comply with National Institute of Standards and Technology (NIST) guidelines. And if your contact center agents need to be HIPAA-certified, we’ve got that covered, too.

Continue reading or download an overview to learn more about our BPO solutions.

Download Our BPO Overview

We Offer Personal Support – With Breadth and Depth of Experience

Our expertise comes from using proven processes – and unmatched service provided to millions of customers across multiple industries. Our tenured leaders apply their depth of experience for effective coaching.

Onshore Contact Center

Our contact centers are all located in the United States, ensuring your customers experience the same personal support your team provides.

Decades of Experience

Our teams leverage Nelnet’s decades of expertise, providing world-class customer experiences guided by our best practices.

15+ Million Customers

Nelnet currently serves over 15 million customers across our platforms – and we bring that expertise to each customer interaction.

9.8 Years

With an average tenure of 9.8 years of experience, our contact center leadership team brings expert training and coaching to our associates.

Contact Center

We have deep knowledge, trusted expertise, and proven best practices. Our associates excel at delivering exceptional customer service in complex, regulated markets such as government and health care. And they have been trained to do it with kindness and compassion. Our Contact Center capabilities include:

Inbound/Outbound Call Center Services

With English/Spanish inbound and outbound support, and TTY for hearing impaired, our team delivers the responsive service you and your state’s public health services beneficiaries expect. Our associates can investigate an applicant’s qualifications and determine their eligibility, even handle complaints and adjudicate protests.

Customer Communications

The most effective communication is through your channels and we can support all of them―email, social media, chat/text, and more. Analytics prove our ability to execute effective campaigns that engage customers, achieve desired results, and provide valuable insights to make your communications more impactful.

Finding and Contacting Lost Beneficiaries

If you're having trouble locating people to inform them of changes in their Medicaid or QHP status, our team has successfully implemented next-level contact strategies for finding and connecting with people who haven’t responded to outreach efforts―while maintaining compliance with stringent restrictions on customer contact.

Back-Office Processing

We have diverse processing experience across complex, highly regulated industries. We deliver on-time processing with great service to you and your state’s public health care beneficiaries. Maximize your team’s capabilities using our efficient, effective, and scalable back-office processing services, including:

Application Processing and Verification

Our system is API-enabled and flexible enough to process and manage multiple application types with diverse program requirements. You will benefit from our efficient data entry process, quick turnaround times, and clear, concise, and compliant results.

Data Processing

Let your team focus on their roles and responsibilities while our team handles the data entry and processing. Our comprehensive quality management processes ensure information is accurate and thoroughly reviewed for accurate entry back to you.

Mail Fulfillment

Not everyone has access to the Internet, particularly low income and elderly Americans who depend on public health care services but have limited tools to connect. If you're relying on postal mail to reach your beneficiaries, increase your mailing capacity with confidence that your materials will be fulfilled and shipped on time – without complications.

Discover How to Maximize Efficiencies and Elevate Your Organization

Now that you’ve seen the solutions we provide, take a deeper dive by learning more about how we can help you fill essential gaps – using our technologies or yours – to deliver customer interactions and outcomes that will elevate your business. Let our proven technologies, processes, and people create efficiencies to move your business forward.

Contact Us Today

Industries We Serve

In offering a contact center solution with fully trained associates, multi-channel expertise, and processes that deliver measurable results, Nelnet provides unmatched value to our partners and customers working within various industries.

Financial Services

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Government

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Health Care

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Professional Services

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Technology

Related Nelnet Brands

Nelnet provides valuable solutions across multiple business lines. We invite you to explore our brands related to contact center.

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Let's Get Started

If you need to scale quickly, filling gaps with systems, people, and processes that are proven to deliver positive customer experiences and success for your organization, contact us today. We look forward to offering flexible services to fit your unique needs.

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