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Operations 2022 Project Review

Novitas

Novitas completed their first year of operation with Pearl in December 2022. During our first year, we grew from 60 CSRs across 3 supervisors to a contracted number of 100 CSRs across 6 supervisors. Throughout the year, we saw improvement in all metrics calls per hour, all three 3 quality scores, and adherence. Because of our performance, we were given new service areas and introduced a team to Medicare A calls. We continue to receive new hire classes, with the next one scheduled for April 3rd of this year.Read More »Operations 2022 Project Review

November 2022 – OPS Spotlight – OPTUM – COVID, VACCN, and VBA

For the November Operations Spotlight, we are happy to recognize the three (3) Optum Health projects. Pearl began supporting the Optum projects in November of 2020. The first project that Pearl supported was for COVID Test Scheduling in the state of California. Being at the height of the pandemic, and the need for testing so high, this was a fast-moving, fast-growing project. Pearl’s first class did so well, we quickly grew the team, and in addition to supporting CA, added three (3) additional states – IN, FL, NC, and NJ. Within several months of the test scheduling line launching, the first of the COVID-19 vaccines became available, and our team started scheduling vaccine appointments for patients as well. The COVID project is not where our growth stopped.Read More »November 2022 – OPS Spotlight – OPTUM – COVID, VACCN, and VBA