MAMSI Employees Celebrate National Customer Service Week

Frederick, Md. -- Mid Atlantic Medical Services, Inc. (MAMSI), one of the mid-Atlantic region's largest managed care companies, celebrated National Customer Service Appreciation Week (October 4 - 8) with an array of inspirational contests, awards and activities in appreciation of its employees on the front lines of service to members, physicians and other health care professionals, and employer groups.

During the first day of the week, employees dressed in the color red to show that they had "heart" and a caring concern, when assisting MAMSI's customer groups. To create heightened awareness about the importance of exceptional customer service all year long, contests were held each day of the week for employees achieving certain standards of excellence. For example, employees were acknowledged for having the "best attitude," being the "most helpful," "most knowledgeable," and the "best of the best." An awards ceremony was held and winners received various prizes such as gift certificates at area restaurants and businesses.

"We have state-of-the-art customer support departments and we're proud of the superior services our employees provide to our members, physician/ practitioner partners, and employers," announced Mark D. Groban, M.D., MAMSI's Chairman of the Board. "MAMSI is a success because of the hard work and dedication of our employees."

"Our employees are the link between our products and our customers," said Thomas P. Barbera, MAMSI's President and CEO. "When you have a Member Services Department that is open 24 hours a day, 365 days a year, we realize the large effort it takes to always be upbeat, enthusiastic and helpful with each and every caller. We want our employees to know how much MAMSI appreciates the excellent job they do."

Winners of the "Best of the Best" representative trophies for outstanding achievement in all areas were: Anna Leber of Gaithersburg, Kendra Breeze of Boonsboro and April Toney of Frederick. The phones are always busy. Some of the impressive statistics include:

• Representatives handle approximately 14,000 calls on an average day.
• Over 2.3 million calls have been handled this year so far.

The Member, Professional and Group Services Departments, who assist health plan members, network physicians and practitioners, and employer groups respectively, undergo rigorous and ongoing training, monitoring and testing to achieve the highest level of services. At the conclusion of each phone call, representatives restate their name and ask the caller if they have answered all their questions. Repeat callers are tracked and follow-up calls are made to them to see if they need further assistance.

MAMSI's health plan subsidiaries cover over 1.8 million lives in Maryland, Washington D.C., Virginia, West Virginia, Delaware, North Carolina, and Pennsylvania. The company's web site is www.mamsi.com.