The Horizon

Meet our dedicated Customer Care Center team!

Our Customer Care team is working hard to provide friendly and helpful information and to exceed customer expectations.

The Customer Care Center (CCC) was formed in 2019. The CCC team fields all incoming calls, schedules new intake appointments, behavioral health and PCP provider appointments, answers questions, and handles all incoming call transfers. The CCC team is the first contact with patients, and it is their goal to be able to handle every call promptly and with kindness. The team provides top quality customer service with compassion, showing members that their voices are heard and that they are important to Horizon Health and Wellness.

On average, the Customer Care Team 500 – 600 calls per day and more than 11,000 per month. They also respond to more than 100 emails a day, along with responding to faxed referrals for new patients. The team works Monday – Friday, 8:00 a.m. to 5:00 p.m. They respond to inquiries by phone and email. The most frequent request is to schedule an appointment.

CCC Manager, Kelly, says, “We want to enhance every patient’s experience and foster relationships, to improve credibility and create customer loyalty for Horizon. The CCC doesn’t want to be known as an everyday call center, they want to be the best at what they do.” The team currently consists of one manager and nine employees, working out of two locations.

Manager: Kelly

Customer Care Representatives:

• Samantha
• Angela
• Joni
• Joanne
• Jazmyne
• Angie
• Connie
• Stephanie
• Pauline