Customer Service
Throughout the process, including the optional Amnesty Phase, the Verification Phase and the Grace Period, the employee will be able to contact HMS through a variety of options. These include e-mail, toll-free fax, US mail, and a dedicated toll-free call center that operates from 8:00am to 8:00pm EST with extended hours available if required.
Our call center is operated at our office in Jeffersonville, IN. Our dedicated Dependent Eligibility Audit team uses ShoreTel state of the art phone systems and technology. Voice communications are the foundation of any business call center, demanding the utmost in system availability, ShoreGear Voice Switches exceed today’s most stringent enterprise IT requirements, delivering 99.999 percent availability.
This call center only handles questions related to dependent eligibility verification. Our call center representatives are dependent verification specialists, not general call center personnel accepting calls for multiple services. Having a 100% dependent verification call center available to employees ensures their most important questions are answered consistently and effectively by highly trained specialists. This enables HMS to achieve industry leading results and customer satisfaction. All inbound phone calls are recorded for accuracy and quality purposes.
The call center is equipped to handle Spanish-speaking employees as we employ multiple Spanish speaking call center reps and supervisors. In addition, other languages can be accommodated, utilizing Language Line services that provide on-the-line interpretation for 150 other languages.
Employees may also go to our HMS employee portal, a custom developed website to obtain answers to their questions.
Discrepancies related to personal information such as the spelling of names and invalid birthdays will be captured and provided to the employer periodically or at the conclusion of the audit.
All customer service interactions are handled by HMS in our office. We do not outsource or offshore any portion of the customer service process.
