Pearl began to provide support for the Novitas MAC program at the end of 2021 with a team of 60 Customer Service Representatives. Novitas provides services for the Centers for Medicare & Medicaid Services (CMS) as the A/B Medicare Administrative Contractor (MAC). That is a whole lot, what does all that mean?
A Medicare Administrative Contractor (MAC) are multi-state, regional contractors responsible for administering both Medicare Part A and Medicare Part B claims. The Centers for Medicare & Medicaid Services (CMS) relies on a network of MACs to serve as the primary contact between the Medicare Fee-For-Service (FFS) program and the healthcare providers enrolled in the program. Novitas Solutions partners with Medicare directly and then they sub-contract to Pearl for additional support of the calls they are taking.
Pearl began by providing support for Medicare Part B phone calls with doctor offices in the Southern region of the United States. Over the course of the last 9 months, Pearl has grown our Novitas MAC team to 100 CSRs, across 5 teams! This rapid level of growth is only possible because of the talented individuals that support our teams and the practitioners.
Pearl team members quickly set themselves apart as one of the leading sub-contractors for Novitas because of their attention to detail, customer focused approach to calls, and dedication to constantly learning. We would like to recognize several of the employees that have been with the project from its inception December 2, 2021:
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- Wendy Dominguez
- Keushia Cleveland
- Tiffany Emerich
- Jessica Fitzer
- Tearra Gaines
- Naimah Hobson
- Tenesha Jones
- Mylasia Kimmons
- Andrea Mccloud
- Regineka Meridy
- Lacresha Simmons
- Jewel Swinton
- Andrea Tyler
- Delaina Williams
- Shakeitha Redman
- Brittany Thompson
- Desiree Johnson – Supervisor
- Scott Wismont – Operations Manager
Novitas is continuing to expand the queues and areas in which Pearl agents provide support and we look forward to the growth on this contract. Thank you all for your hard work and dedication! Our success over the past 9 months is contributed to each and every employee that has joined our team.
