For health insurance enrollment call centers, the Open Enrollment Period (OEP) is one of the most demanding times of the year. And preparation is everything. Success depends on how well teams handle ...

Katherine Charles’ workdays are relentless. She’s one of thousands of call center workers who help Americans find suitable health insurance as part of the Affordable Care Act, or ACA. Charles spends ...

In healthcare, where the cost of care is rising, organizations can’t afford to drive patients away due to inefficient systems ...