Day in the life of a NJ FamilyCare Managers

Speakers: Karen Gardiner Bryan , Outreach Manager , Conduent. Mary Pergament, Manager, Conduent

Mary Pergament: I'm the manager of the Call center for NJ FamilyCare. NJ FamilyCare provides affordable health insurance to families in New Jersey.

Mary Pergament: Working for the NJ FamilyCare Project at Conduent is rewarding and challenging. I enjoy that my days are never the same and there is always something to do and learn.

Mary Pergament: On a daily basis, the call center can handle 3500 to 5000 calls a day.

Mary Pergament: Working in a call center environment, you have to remain calm, cool and collected at all times. You don't know what the person on the other end of the phone is going through and you're there to help them. We need to show empathy while controlling the call and provide the answers to assist the caller with their issues.

Mary Pergament: Helping the residents of New Jersey obtain and maintain health insurance is rewarding overall. Knowing you can make a difference in someone's life, gives me job satisfaction.

Karen Gardiner Bryan : I like working for Conduent and this project specifically because we are serving the community with a very serious need.

Karen Gardiner Bryan : I think it's important to be able to empathize with them and to be able to use discernment and compassion equally.

Karen Gardiner Bryan : Ready to serve the citizens of the state, who may need additional help with applying for the program or may have questions regarding their case.

Karen Gardiner Bryan : It's very gratifying to know that we can help folks out at some of the most vulnerable times of their lives.