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Service Center

A better way to customer service.

The FBMC Service Center is more than a location to call and receive assistance; it is a trusted resource that helps participants resolve a wide array of questions. At the FBMC Service Center, your workforce is guaranteed to receive exceptional service and a top tier customer experience.
Beautiful businesswoman wearing headset

Good is never good enough.

For any questions requiring additional research, our Service Center agents inform your participants of our process, further investigate the issue, and return the participants’ request in 48 hours or less.

Expertise

All Service Center agents take a 6-week training program before fielding calls and inquiries. But the training doesn’t end there. Our agents partake in education programs year-round to stay abreast of new benefits developments and accommodate your workforce’s most-pressing issues.

Security

We value your privacy and trust above all else in the Service Center. Our agents authenticate each account following HIPAA guidelines to ensure compliance and your participants’ security.

Customization

Your participants will only hear messages and menus specific to your case with our customizable Integrated Voice Response (IVR) menus. These lines communicate your key messages for open enrollments, service outages, emergency notifications and other important broadcasting goals.

Dynamic

The Service Center is equipped to handle the needs of your ethnically diverse participant population. Our agents can respond to written and verbal requests made in both English and Spanish.

Retiree Services

We are a dedicated resource for retiree populations. We provide your retirees with one number to call for any benefits questions, including Medicare and associated products. No matter the call duration, no matter the issue, we will work with your retirees to ensure they fully understand their choices and benefits options.

Accessibility

We provide a customer service option for hearing-impaired individuals through our TDD/TTY line. Our agents are patient, friendly and ready to help.

Service Center: By The Numbers

Calls Answered

in less than 30 seconds

Minutes

average call duration

Call quality rating
Hours

or less average callback response time

Hours

or less average email response time