BACKGROUND The client is a full-service health benefits company serving more than 1 million members in Massachusetts, New Hampshire, Maine, and beyond. Its mission is to improve the quality and value of healthcare for the people and communities it serves. For more than 35 years, the company has built a reputation for exceptional clinical quality, preventive care, disease management, and member satisfaction. For the 2013/2014 evaluation year, NCQA (The National Committee for Quality Assurance) ranked the organization as the number-one private health plan in the United States — for the tenth consecutive time. The client maintains an extensive provider network of physicians who practice in a variety of settings, including individual practices, small medical groups, and large multi

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