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Capital Area Transportation Authority

Leading up to the program Effective Date, AmWINS will work hand-in-hand with Capital Area
Transportation Authority in creating customized communications for its Retirees and their families.
Members can expect to receive:

• An Announcement Letter introducing the new program and explaining what to expect in the coming
months
• An Enrollment Package containing detailed plan information, clear enrollment instructions, and
frequently asked questions and responses to help aid in a smooth enrollment process.

Once retirees receive their Enrollment Package, they will gain access to the AmWINS Customer Care
Center for any questions they have regarding their new program.

AmWINS Customer Care Center is available Monday - Friday from 8 am – 8 pm, Eastern

Each AmWINS’ Benefit Specialist undergoes an intensive, ongoing training program that includes:
• Insurance licensing
• Senior Sensitivity Awareness
o Serving retirees who may have hearing/vision/comprehension loss
• In-house Systems Training
• Client-specific Program Training

To aid in a successful enrollment, Benefit Specialists are encouraged to:
• Share their direct extension for follow up questions, creating a dedicated retiree resource.
• Spend as much time as necessary to resolve all retiree concerns, without regard for call times.
• Act as retiree advocates, communicating with third parties such as Medicare, Social Security, pharmacies
and plan providers to help retirees navigate the complex and confusing issues

KEY CUSTOMER CARE CENTER STATISTICS
Average Hold Time Less than 30 seconds

Average First-Call Resolution 96%

Average speed to answer 23 seconds

AmWINS team members are available to help you and your retirees every step of the way. Managing
retiree data is a key component of the AmWINS operation, and our implementation team will work with
you on issues such as managing participant eligibility, including dependents and surviving spouses,
processing annual plan elections and enrollment, billing and collecting participant premiums and handling
mandatory communications, such as HIPAA and COBRA.

3 | amwins.com