Call Center Support
We Understand Your Benefits So Your Employees Can Too
We know that obtaining fast, reliable assistance and information is crucial, especially in times of need. Our Call Center provides easy access to information about benefits, eligibility, enrollment, billing, COBRA/State Continuation elections and more — by phone, email or online.
Housed in our Sparks, Maryland headquarters, our experienced Call Center professionals are trained in the nuances of your benefits and readily available Monday through Friday from 8:00 a.m. to 6:00 p.m. to answer questions, solve problems, and act as a liaison with carriers and vendors involved in the care of your employees and their families.
Our Call Center staff is an integral part of our team and works closely and collaboratively with other internal areas of our business to research and resolve issues in the quickest, most efficient way possible. All calls are logged into our KTBSonline technology to provide accurate account history and to help ensure resolution to complex issues.
Feel confident in knowing your employees’ needs are covered with our People by their side.
Committed to Excellence
Our Call Center consistently beats industry service standards, with an average speed of answer (ASA) of less than 20 seconds and abandoned call ratio of less than 2%. When assistance is needed, rely on us to answer the call!
Because Language Shouldn’t Be a Barrier to Understanding Benefits
We know that benefits and health care can be complex, even more so if English is your second language. That’s why we have Call Center representatives who speak both English and Spanish, as well as access to a network of global interpreters who can provide assistance in more than 200 other languages to ensure everyone has a great customer service experience.