MRS Underwriting Call Center

The MRS underwriting call center bases all of its employees in the United States by using a hybrid on-premises and work-at-home model.  However, we always have Spanish speaking interviewers on staff and routinely use 3rd party interpreters for other languages as well.  Our high quality of performance allows us to incorporate Service Level Agreements into client contracts and fee structures.  This stems from the extensive training programs in place – directed by our Chief Underwriter, Allyson Leu, FLMI – that ensure each representative is up-to-date on medical terminology and customer service standards. Standard hours of operation in the call center are 8 am to 9 pm Monday through Friday and 8 am to 3 pm on Saturday.  Customized hours can always be accommodated.

  • Dedicated toll-free number provided for every account.
  • Cloud based phone routing software provides robust routing capabilities and call center metrics.
  • Every call recorded pick up to hang up and available on-demand via MRS’s web portal.
  • Each case is available via MRS’s web portal.
  • Complete event logging on every case.
  • Custom audit programs developed for each client and workflow.
  • 91.5% of incoming calls answered within 30 seconds for 2017.
  • Average hold time of 10 seconds for 2017.
  • Quality Audit scores consistently above 95% as scored by the customized audit programs.