Category 4: Using Innovative Technologies to Deliver Simple, Seamless, and Secure Services

GERALD A. BROZYNA

Senior Health Insurance Specialist
U.S. Public Health Service
Centers for Medicare and Medicaid Services
U.S. Department of Health & Human Services

Gerald A. Brozyna is being honored in Category 4: Using Innovative Technologies to Deliver Simple, Seamless, and Secure Services for advancing technology that improves customer service at the Medicare Benefits Coordination & Recovery Center (BCRC). Supporting a call center that processes more than 11 million calls annually, Mr. Brozyna has championed self-service, artificial intelligence, and speech analytics to make interactions faster and easier for Medicare beneficiaries, providers, insurers, and other stakeholders.

​

Under his leadership, BCRC introduced an Interactive Voice Response (IVR) self-service capability that allows beneficiaries with End Stage Renal Disease (ESRD) and their advocates to access critical Medicare Secondary Payer information without waiting for a Customer Service Representative. More than 35% of ESRD callers now use the feature. Mr. Brozyna also advanced AI and speech analytics to identify emerging customer trends, evaluate sentiment, improve call routing, and provide actionable feedback for employee coaching and service improvements.
 

These innovations have improved customer experiences while delivering significant operational efficiencies. An AI-informed IVR routing change reduced staffing needs by 12 Customer Service Representatives, generating more than $600,000 in annual savings. BCRC's Customer Satisfaction reporting also continuously analyzes approximately 77% of calls, providing valuable insight into service quality and customer sentiment. By expanding self-service and using AI to continuously improve operations, Mr. Brozyna has helped BCRC manage growing demand while delivering more efficient, responsive, and cost-effective service to Medicare customers.