(TYSONS, Va. – February 28, 2025) – Maximus, a leading employer and provider of government services, today announced that the customer service operations it provides for Michigan’s Medicaid program have been re-certified as a Center of Excellence by BenchmarkPortal. This important recognition signifies that the company has surpassed rigorous standards for efficiency and effectiveness in customer service delivery. Maximus operates the Medicaid Enrollment Broker Services contact center for the Michigan Department of Health and Human Services. Since 1997, Maximus has helped millions of Michigan residents secure health insurance coverage through the state’s Medicaid program. Through a person-centric and simplified enrollment process, the company provides consumers with unbiased, culturally competent choice counseling services so they can select the right health coverage for themselves and their families.
“This certification validates our commitment to delivering high-quality, technology-enabled customer service that helps Michigan residents access the information they need in a timely, effective manner,” said Fatima McCasland, Senior Managing Director, Maximus. “Our innovative and customer-centric approach to customer engagement helps residents easily understand their options and make informed decisions about their health coverage.”
Contact centers achieve the Center of Excellence distinction based on best-practice metrics drawn from the world’s largest database of objective and quantitative data audited and validated by researchers from BenchmarkPortal. The certification is provided to customer service contact centers that rank in the top ten percent of centers surveyed. Many Maximus omnichannel contact centers have received this certification over the past two decades, including this one in Michigan, as well as recent designations for operations in California and Florida.
“The achievement of the Center of Excellence represents a contact center’s commitment to delivering customer service that is both effective and efficient,” said Bruce Belfiore, CEO of BenchmarkPortal. “It is the culmination of important initiatives that were undertaken to achieve sustainable service excellence.”
Maximus first achieved Center of Excellence certification in 2014 and remains committed to continuously enhancing the customer experience of Michiganders enrolling in health insurance coverage. The company brought a new approach to quality assurance for its contact center, leveraging AI-enabled tools to enhance the work of agents dedicated to delivering exceptional customer service. In addition, Medicaid renewal communication materials developed by Maximus were honored in 2024 with Hermes Creative and ClearMark Plain Language awards.
Learn more about Maximus’ eligibility and enrollment solutions for state and local government programs.
About Maximus
As a leading strategic partner to government, Maximus helps improve the delivery of public services amid complex technology, health, economic, environmental, and social challenges. With a deep understanding of program service delivery, acute insights that achieve operational excellence, and an extensive awareness of the needs of the people being served, our employees advance the critical missions of our partners. Maximus delivers innovative business process management, impactful consulting services, and technology solutions that provide improved outcomes for the public and higher levels of productivity and efficiency of government-sponsored programs. For more information, visit maximus.com.
About BenchmarkPortal
From its origins in 1995, BenchmarkPortal has become a global leader in the contact center industry, providing benchmarking, certification, training, consulting, and industry reports. The Benchmark Portal team of professionals has gained international recognition for its innovative approach to best practices for the contact center industry. BenchmarkPortal hosts the world’s largest database of contact center metrics, which is constantly being refreshed with new data. BenchmarkPortal’s mission is to provide contact center managers with the tools and information that will help them optimize their efficiency and effectiveness in their customer communications.
Contact: Maximus Media & Public Relations
Eileen Cassidy Rivera, media@maximus.com
