OVERVIEW

Connect with members to improve satisfaction and retention

Superior member experiences are critical to future competitiveness in an increasingly consumer-centric healthcare landscape. Delivering on member experience requires bringing together a complete, data-based picture of patients, providers and interactions. Anticipating needs to proactively engage with members and providers, delivering a seamless experience across channels, and providing first-time resolutions are key to building optimal experiences that boost retention and satisfaction

CAPABILITIES

Boost engagement for members and providers

Optimize engagement with our purpose-built Digital Service Center that drives customer experience. We integrate payer Core Administration platforms with best-in-class consumer engagement point solutions for a comprehensive service platform for health plan stakeholders

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Unified, integrated platform to optimize experience

  • Cloud integration layer enables flexible integration of core administration and digital touchpoints
  • “Customer Engagement Center as a Service” that can easily be integrated into any health plan ecosystem
  • Unified platform enabling consistent member and provider views across claims platforms and ancillary benefits
  • First call resolution and average handle time metrics significantly better than industry standard 
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Streamlined, automated workflows

  • Connect disparate systems of record and automate workflows to improve overall performance
  • Proactive member and provider outreach programs and campaigns
  • Pre-configured scripts to guide providers during patient interactions
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Omni channel management

  • Unified view across communication channels to manage member/provider interactions
  • 24/7 omnichannel experience for members and providers
  • Self-service options for members and providers
  • Rapid deployment of digital health ecosystem integrating all surrounding digital touchpoints

BENEFITS

A clear path to increased customer satisfaction

Employee assistance

Optimized member and provider experience

Digital service center and comprehensive service platform

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Integrated approach

360° views that allow proactive engagement and next best actions based on data

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Configurability

Highly configurable call/case reasons, automated routing, worklist views, and branding options

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Dashboards and Reporting

Pre-built and easily configurable dashboards and reports for agents, call center leadership and executives

OUTCOMES

Improved metrics for key engagement indicators

Current Trends for Payers

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Digital Tactics for Member Engagement

Improved efficiency and data integration for increased satisfaction

1500

Global agents

100%

All lines of business

24/7

Omnichannel experience

1

Cloud-based, scalable solution

Let’s unburden your health plan today

Reach out to discover how our innovative solutions can help unburden your plan and streamline operations. Together, we’ll elevate your business to new heights

CONTACT US
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SOLUTION GROUPS

Featured core administration solutions

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Enrollment Plus™

Automate eligibility verification, export and in-load files and rosters and easily export enrolled members into their core claims system, and generate correspondence—all while maintaining compliance, decreasing costs, and improving member retention
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Integration Plus™

End-to-end software as a service solution that allows you to integrate, scale and adapt with reduced implementation and development costs
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Workflow Plus™

Innovative operations management solution designed specifically to optimize workflows, processes and monitoring
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Insitz Plus

Leading-edge business intelligence and reporting solution designed specifically for health plan operations and performance