IMMEASURABLE - Contact Center Exudes the Meaning of Their Company Name

Ametros is the industry leader in professional administration and post-settlement medical care coordination. Based in Wilmington, Massachusetts, Ametros helps injured individuals manage their medical care and funds following a settlement, providing access to discounts, medical guidance and compliance support. For more information, visit www.ametros.com.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

Ametros is a professional administration service company with a mission of making healthcare simple for injured workers post-settlement. We do this by helping 31K injured workers (members) manage their medical care and funds.

Our name, Ametros, means beyond measure, which perfectly describes our contact center. The level of genuine care they demonstrate is truly immeasurable, which is why we call them care advocates.

Our care advocates understand the realities of a serious injury because the truth is - once a workplace injury claim is settled, injured workers are on their own. There is much uncertainty as they navigate ongoing medical needs while simultaneously managing settlement funds.

As a service company, that's where we come in - and as our frontline, this is where our care advocates shine. Since our start in 2010, this small team has evolved into a fully operational contact center with 75 dedicated members. Acting as a family, they collaborate fluidly, share knowledge generously, and step in for one another without hesitation. Metrics matter, but the motive is higher - members (not metrics) first. Do what it takes to help each member feel safe, supported, and seen. Day after day they save members time and money by providing support with medical equipment, provider relations, government benefits and prescriptions. Whether by phone, email, or text, they promptly assist each member they encounter, often making personal friendships that last a lifetime.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Our care advocates are instrumental in helping Ametros achieve the following results for members:

• $87 million saved by Ametros members in 2024
• 53.9% average overall savings per member, with average savings of 60% on provider visits and 38.4% on prescriptions
• 96.4% of members carried over funds into 2025, preserving their settlement dollars
• $6,719 average overall savings per member
• Customer satisfaction rating: 93%
• Average time to answer a call: 57 seconds
• Average prescription processing time: <1 hour
• Beyond financial savings, Ametros enhanced responsiveness and member engagement by introducing two-way SMS, real-time post-call surveys, and a quality assurance framework to strengthen interactions

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Post-settlement is a forgotten chapter of claims management. Most of the workers' compensation industry focuses on the value, benefits and efficiency of pre-settlement products and services vs. post-settlement.

That's why Ametros - and the work of our care advocates - is so unique and critical. We are the only company in the industry that specializes specifically in post-settlement administration. So, when an adjuster closes the claim on their desk, their job may be done, but ours is not.

As demonstrated through countless member success stories, testimonials and case studies, our care advocates get to work, caring for, advocating on behalf of, and supporting members through this emotionally-charged period to help them achieve life after injury.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

The following attachments further demonstrate the impact our care advocates have on our members. In particular, the member success story video, as well as the 'Freedom to treat' case study show just how much our care advocates educate and support our members -- as explained by the members themselves.

The contact center is a member's first point of contact. Our members rely heavily on care advocates to help them understand what settlement means, what their responsibilities are moving forward, and how we can help improve their quality of life. This means clarifying complex processes, answering questions, and guiding them toward informed decisions.