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Despite the tight economy, jobs are consistently opening up in the US call center space. In North Texas, for example – in light of recent healthcare reform news – NOVO 1 will hire 600 workers as agents with a specialty in healthcare in demand.

300 workers will be located at the company’s call center in Fort Worth while 100 will be in Denison and 200 in Holland, Michigan.

With the healthcare reform, the marketplace has expanded, so noted Mary Murcott, CEO of NOVO 1, as reported by the Star Telegram."This year will not see much change, but we are changing the tools we use and are getting ready for next year,” she said.

The news has been filled with criticisms and praise healthcare reform, but a lot from both sides is not without its confusion. With biased media breaking it down on both sides, it’s hard for those affected to be well-informed without being swayed one way or the other. It’s up to the health insurance companies and their agents to be a well of information for their customers and to clear up any uncertainties that may arise with the new legislation.

Some of the call center jobs will be full-time, but they will be temporary. When open enrollment kicks in, NOVO 1 expects an influx of calls which will require adequate staffing.

The structure of healthcare organizations will change under the new legislations. Some of this change includes how policy holders are covered, and with a lot of the legalese, not many will be able to decipher what it all means for them.

As a result of this rapid growth and restructuring, customer service and helpdesk call centers must cope with new challenges, including the changes in healthcare and how it affects constituents.

Today's healthcare consumers are increasingly demanding. They require an organization focused on customer service throughout the healthcare process, with a proven track record of high service levels and customer satisfaction.

For NOVO 1, the calls that will come in as a result of new insurance plans will be a priority, and because the healthcare industry is rated very low when it comes to customer service, the challenge will be rough. With the right licensed agents, however, NOVO 1 aims to decrease complexity and make it easier for healthcare customers.

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