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Gorman Health Group Partners With Pearson Health Solutions to Provide Health Plans With Unsurpassed Customer Interaction and Service Solutions

Posted on: Monday, 29 January 2007, 12:01 CST

WASHINGTON, Jan. 29 /PRNewswire/ -- Gorman Health Group, LLC (GHG) and Pearson Health Solutions (Pearson), a division of Pearson Government Solutions, today announced a unique customer service solution for the Medicare industry that will increase member loyalty and reduce costly disenrollments.

Designed by GHG, Health Care Concierge(TM) is a turnkey, proactive customer service model for Medicare Advantage and Prescription Drug Plans. GHG teamed with Pearson as its exclusive operations provider for the Health Care Concierge (HCC) solution because of Pearson's experience managing large-scale member interaction management programs, including 1-800-MEDICARE, considered one of the largest contact management programs in the healthcare industry.

HCC will have the tagline "Designed by Gorman Health Group, Powered by Pearson," and will utilize Pearson's new informis(TM) member interaction management solution for call center technology and operations, as well as experienced customer service professionals, resulting in member satisfaction that is unsurpassed in the industry.

With the HCC program, each member is assigned to a specific "Concierge". If their Concierge is busy, the caller is given the option to speak with a secondary Concierge familiar with their specific preferences. Their call is immediately returned when their concierge is available or a return call is scheduled at the member's convenience. The result is highly personalized service and elimination of frustrating long hold times.

Concierges are also uniquely tasked with making numerous outbound calls to members, helping to ensure that members are proactively informed and concerns are addressed before they become significant issues. As in previous years, health plans will be able to integrate the HCC program into their existing call centers. However, Gorman's new partnership with Pearson brings greater operational efficiencies designed to further improve overall member loyalty and lower disenrollment.

"The Medicare managed care industry is more competitive than ever before. Member retention is king," stated John Gorman, President and CEO of GHG. "With acquisition costs for new members routinely above $1,000, health plans cannot forget about the members they already have. Today's Medicare beneficiary is a sophisticated consumer, and consumers demand exceptional and reliable customer service, especially in a highly saturated market with an extremely compressed selling season."

"In traditional models, health plans interact with their members only after they've had a frustrating experience," stated Mike Bowers, Senior Vice President and General Manager, Pearson Health Solutions. "Nothing frustrates a member, especially a senior, like getting passed around customer service representatives, repeating the same information. Combining Pearson's ability to operate large-scale customer interaction management contact centers, such as CMS' 1-800-MEDICARE, with GHG's unmatched expertise in Medicare, creates a complete solution for member management."

About Pearson Health Solutions

Pearson Health Solutions, a division of Pearson Government Solutions, has more than 20 years' experience managing award-winning customer interaction management contact centers for federal agencies, the commercial health care market, as well as state and local governments-both domestic and international. Pearson Health Solutions disseminates timely, consistent and accurate information to consumers on behalf of its customers including: Centers for Medicare & Medicaid Services' 1-800-MEDICARE, Centers for Disease Control and Prevention's 1-800-CDC-INFO, and large Pharmacy Benefit Managers supporting multiple Health Plans. An expert in business process outsourcing, Pearson Health Solutions specializes in contact center management, beneficiary and provider outreach, human capital management, as well as data and content management.

http://www.pearsongovernmentsolutions.com/health_solutions.htm About Gorman Health Group

Recognized by Lehman Brothers as "the nation's leading consulting firm in Medicare Managed Care," Gorman Health Group, LLC (GHG) has been providing expert strategic, operational, financial, and clinical services to the healthcare industry since 1996. In addition to providing expert, highly- practical professional services and training to the managed care and pharmaceutical industries, GHG's senior consultants are regularly quoted in the trade press and national media and are often sought out by the investment community for their insights and analyses of the emerging Medicare managed care market. GHG is based in Washington, D.C., where it has ready access to key federal contacts and timely legislative and regulatory developments, and deploys a broad network of senior healthcare consultants nationally. For more information, visit: http://www.gormanhealthgroup.com/

Pearson Health Solutions

CONTACT: Eileen Rivera Vice President of Communications of PearsonGovernment Solutions, +1-703-284-5674, or eileen.rivera@pearson.com; or CarolSardinha Director of Communications of Gorman Health Group, LLC,+1-202-204-6178, or csardinha@gormanhealthgroup.com

Web site: http://www.gormanhealthgroup.com/http://www.pearsongovernmentsolutions.com/health_solutions.htm

Source: PRNewswire

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