Global Locations

HGS USA


Smarter customer experiences. Better business process optimization.

HGS USA Corporate Headquarters

4933 Lincoln Avenue
Lisle, IL 60532
1-888-747-7911

HGS Chicago

651 West Washington Boulevard
Suite #206
Chicago, IL 60661
312-755-1845

HGS Peoria (Route 150)

5515 West Route 150
Peoria, IL 61615
309-589-7500

HGS Peoria (War Memorial)

1901 East War Memorial Drive
Peoria, IL 61614
309-685-5901

HGS Westminster

11000 Westmoor Circle, Second Floor
Westminster, CO 80021
800-388-0090

HGS Jacksonville

6680 Southpoint Parkway
Jacksonville, FL 32216
904-242-1005

HGS Atlanta

3525 Piedmont Road, Building 5, Suite 520
Atlanta, GA 30326
404-793-1300

HGS St. Louis

622 Emerson Road, Suite 150
St. Louis, MO 63141
314-213-1500

HGS Cranbury

1249 South River Road, Suite 302
Cranbury, NJ 08512
609-759-5201

HGS Austin

12600 Hill Country Boulevard
Suite 275
Austin, TX 78738
312-755-1845

HGS El Paso (Gran Vista)

8465 Gran Vista Drive
El Paso, TX 79907
915-791-7912

HGS El Paso (Rojas)

12120 Rojas Drive, Suite A
El Paso, TX 79936
915-791-7900

HGS San Juan

1441 Roosevelt Avenue, Annex Building
San Juan, PR 00920
1-800-388-0090

Latest news and insights

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Webinar | Social determinants of health: Your questions answered

Donna Martin SVP Healthcare Business Developme…
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Event | Special needs plan alliance fall forum

Location TBD
Oct 25-25, 2021
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Event | Customer Contact West

Hyatt Huntington Beach, CA
Oct 24-27, 2021
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Event | Execs in the Know Customer Response Summit

Coronado, California or Virtually
Sept 15-17, 2021

The human side of healthcare analytics

A recent study by Tempkin Group showed when individuals have a positive emotional association with a specific brand, they are 8.4 times more likely to trust the company, 7.1 times more likely to purchase more and 6.6 times more likely to forgive a company’s mistake.
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Event | Texas Association of Health Plans

Austin, Texas
Nov 8, 2021
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The future of work: 5 key insights from CX industry experts

Over the last 15 months, we’ve witnessed organisations pivot…
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Get a grip: Prevent slip-and-falls with AI-powered solutions

Many manufacturers are turning to artificial intelligence (AI) solutions to provide a more reliable way to not only identify, but mitigate workplace injuries such as slip-and-falls as they occur in real time.
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Invest Northern Ireland and HGS
Bringing CX to Health Insurance
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Philippines contact center agents quickly transition to home operations with great results

As the COVID-19 pandemic intensified around the world in March…
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Three ways healthcare engagement models differ from other industries

Healthcare engagement models differ from other industries in three ways: compliance needs, customer types, and org structures. A BPO can assist in minimizing differences to truly put customers first.
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Social media playbook: 7 steps to supercharge social customer care

Whether you have 4 or 400 community managers, a consistently lively, EPIC social care program is achievable with a well developed social media playbook.
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Bringing service to the client: Why a social contact center is essential for modern customer service

More than ever, brands require iterative and innovative customer care strategies. More and more people are interacting and transacting online and on social media platforms. Many businesses are establishing social media contact centers. This blog explains why and how to provide EPIC social care.

Creative contracting models beyond FTE in the digital era

As brands transform and move to an increasingly digitally led…
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HGS Digital Partners with Twilio to Deliver Innovative Cloud Contact Center Services

HGS Digital is partnering with Twilio, the leading cloud…
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10 factors in selecting an automation partner

Automation projects can be completed in house, by reputable third parties, or a hybrid. Sometimes third parties have stronger technical chops, experience and methods, cross-functional understanding, and objective point of view. Learn what to look for in a third-party automation partner.
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Customization for your customers: 5 hyper-personalization trends for 2021

Leading brands — especially online retail — are embracing hyper-personalization, or the use of data, to provide more targeted products, services, and content to consumers. Bots, beacon technology, visual search, customer data platforms, and more can help brands improve the CX.
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Improve agent work-at-home performance with 8 unconventional uses of speech analytics

Speech analytics tools are not just for understanding customers. Use these technologies to gauge employee satisfaction, detect fraud, measure quality (of agents and work-at-home connectivity), ensure compliance, and more.
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Boost CSAT, ESAT, retention, and savings with a Modern CX approach

According to a 2020 Walker study, the top business priority for…
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For better RCM, prioritize people and track with technology

Proper revenue cycle management (RCM) involves careful documentation of the entire patient journey. Once captured by a proficient employee, patient and member data can be handed over to AI-based systems to reveal insights.
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Preventing and appealing clinical denials with analytics, automation, and AI

U.S. hospitals lose $262 billion due to denied claims each year, representing 10% of the total claims paid. Unraveling the root cause of denials costs an average of $118 for each claim. Applying modern technology — such as analytics, automation, and artificial intelligence (AI) — can help to increase the number of clinical denials investigated, boost appeal effectiveness, and unearth root cause.
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A group of individuals at a white board brainstorm about the need for a customer data platform

Ready to modernize your contact center? Assess trends with care

Contact center trend lists are plentiful and fleeting. How do you decide which trends make sense for your organization? This blog provides a few tools for helping to assess trends and shares one financial services company’s story in finding the best way forward.
image analytics

Become a better business detective with image analytics

Advanced image machine learning, complemented by image analytics, can detect patterns and harvest clues from volumes of .jpg, .png, .tif, .pdf, etc. files. Image ML makes structured data, unstructured data, handwritten text, object identification, and facial recognition more widely accessible, searchable, and categorizable.
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COVID-19 and healthcare: 3 areas of market focus

COVID-19 has heightened the focus on optimized provider data management, utilization management, nurse triage, and telemedicine for payers and providers, both during and after the pandemic subsides.
2020 in review

HGS’s 2020 highlights: Achievement amidst adversity

In 2020, the COVID-19 world health crisis impacted nearly every…
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10 creative ways to leverage advanced analytics

Today’s companies are constantly flooded with loads of valuable…
COVID-19 update

A COVID-19 update from our company’s consulting physician

Throughout 2020 and as we plan for 2021, HGS has trusted the…
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Turn Work@Home into on-demand with agent self-scheduling

Work@Home allows for improved flexibility, employee satisfaction, and efficiency, but creative self-scheduling can take Work@Home’s potential to the next level. Microshifts, split shifts, and self-scheduling options bring clear advantages to the Work@Home contact center.
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Preparing for the post-pandemic rise of digital nomadism

Work@Home concepts can be applied to keep established, high performing teams together as well as attract new employees with a desire to travel. Digital nomads have desirable traits for many employers, particularly contact center managers.
automation in the enterprise

Who owns automation in the enterprise?

If we look at the CEO mandate in most annual reports, there…
HGS-Thanksgiving-volunteering

HGS focuses on giving during holiday season

“If you want to go fast, go alone. If you want to go far, go…
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Member experience: Never a better time for digital enablement

Health plans are all too familiar with the challenges of member…
Automation Anywhere Award
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A self-sufficient staff: 5 tips for recruiting work-at-home employees

Hiring during the pandemic is challenging because, on top of the requisite job skills, companies must consider whether applicants know what it takes to operate outside of the office. HGS offers five tips that can help recruit self-sufficient contact center staff.
TMC CX Innovation Award 2020
Cloud Computing Excellence Award
Bronze 2020 Stevie Winner for Women in Business
2020 Best in Partnership award
ECCCSA Awards Finalist 2020
ECCCSA Awards Finalist 2020
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IAOP Impact Sourcing Champions

4 ways that healthcare systems can manage denied claims

Healthcare systems can better manage denied claims by investing in the front office, improving coding and documentation with technology, improving denial turnaround times, and developing distinct workflows for denials and rejections.
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Silver Stevie Award
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Healthcare customer engagement: Charting an empathetic experience

At the heart of all great customer engagement strategies is empathy – especially in healthcare. COVID-19 has created an opportunity for a CX reset that fully recognizes customer emotions.

Accelerating AI during COVID: Getting more bang from your bots

Understand how artificial intelligence improves customer experience during a crisis, while simultaneously empowering the workforce.
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ISG Index Booming 15 Sourcing Standout
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Transforming Marketing whitepaper cover image
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Excellence in customer service award 2020 badge
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2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
2020 World HRD Congress Award
IAOP Excellence in Strategic Partnerships 2020
Training Magazine Top 125 Award

2020 Training Top 125

IAOP Global Outsourcing 100
A person is looking at his tablet visibly happy with the customer experience.

Cognitive contact center: Using AI to improve the customer experience

Cognitive contact centers use artificial intelligence (AI) to…
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Picking up the pace: Healthcare’s evolution to social media

Healthcare has room to grow in providing a B2C social media experience for members/patients and, for several reasons, should pick up the pace of adoption.
Instahiring Trailblazers Award 2020
Customer Fest Leadership Awards 2020
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Headless CMS bridges the cross-channel chasm

The blog explores how a headless CMS bridges the cross-channel…
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How to choose the right cloud service provider for your organization

A CIO's guide for choosing the right cloud services provider.…
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Best-in-class social media customer care: What our experts want you to know

Are you harnessing the benefits of your social media customer…
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Modern outsourcing Is driven by insight and partnership – Not cost!

If I was paid a £ for every time “reduce cost” was the answer…
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Why leverage cloud and how to get rolling

To keep up with the demands of organizations’ ever-changing…
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Can companies continue to price services using FTE and headcount?

By Graham Brown, Chief Sales and Marketing Officer, HGS Europe How…
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What is hyper-personalization?

Hyper-personalization is the marketer’s agenda in 2018. Hyper-personalization…
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9 Steps to defining an enterprise mobile strategy

With mobility now becoming an essential element of personal and…
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Combining bots and brains to transform CX: Your questions, answered

2017 is the year of collaboration between man and machine to…

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