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The Tysons Company will continue to support contact center operations


September 2, 2022


Catherine Schulte

Maximus Inc. has won a contract of up to $6.6 billion for the Centers for Medicare & Medicaid Services for contact center operations, the Tysons-based federal contractor announced Thursday.

Under the contract, which has a one-year base term and nine one-year options, Maximus will continue to support CMS’s contact center. The contact center operating contract handles more than 35 million customer inquiries annually for CMS programs such as 1-800 MEDICARE and the health insurance market across a range of channels, from telephone and fax to email and web chat, according to a press release.

“This award reflects the commitment of thousands of Maximus employees who provide exceptional service to their fellow citizens every day,” Maximus President and CEO Bruce Caswell said in a statement. “Over the years, CMS has shaped this program to become the trusted source of information and assistance for Americans seeking to better understand their healthcare benefits. Going forward, this contract will our employees to continue to provide the best customer experience to the American public.

Maximus has been the prime contractor for 1-800 MEDICARE contact centers and the health insurance market since 2018 and has supported CMS contact centers for over a decade, starting as a contractor for General Dynamics Corp, based in Reston. The company operates 84 contact centers. in 28 states and employs more than 20,000 contact center agents. It handles more than 100 million contacts a year, according to a CMS press release.

Maximus has 38,000 employees. This year, employees in Virginia, Louisiana and Mississippi protested for higher wages, but the company said it was limited by federal contract-for-service law.

Maximus was founded in 1975 and provides business process management and technology services to federal, state and local governments. The company made $4.25 billion in revenue in 2021 and has employees in nine countries. Of its 38,000 employees, about 4,600 are in Virginia.