The Northridge Group

AUGUST 23, 2022

Health insurance providers handle calls from both members and providers and are required to meet specific compliance standards and contend with extensive regulations to maintain state contracts. The outsourcing partner is employed all year round but is primarily needed during the open enrollment period, from October through January.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Cyara

JUNE 20, 2018

We’re all consumers of health insurance, and we’ve all gone through open enrollment. To get answers, I pick up the phone and dial the toll-free number for my current or prospective health insurer. This is a make it or break it moment in terms of my relationship with my health insurance provider.

Interactive Voice Response 59

Interactive Voice Response Contact Center Call Center Customer Experience 59

Global Response

NOVEMBER 21, 2023

Consider, for example, that: 75% of patients want healthcare providers to offer more personalized care options 61% of patients say they would visit their provider more frequently if communications were more tailored to their situation However, it’s not just that patients want more personalization—personalized care results in better health outcomes.

Healthcare 62

Healthcare outsourcing Call Center Personalization 62

Outsource Consultants

MAY 20, 2019

Insurance verification. AFFORDABLE CARE ACT (ACA) OPEN ENROLLMENT CALL CENTERS. AFFORDABLE CARE ACT (ACA) OPEN ENROLLMENT CALL CENTERS. The open enrollment period is a stressful time for consumers, as many are making important healthcare insurance coverage decisions with little confidence.

Healthcare 64

Healthcare outsourcing Call Center industry standards 64

TeleDirect

JUNE 19, 2018

Payers – while Medicare is the primary payer for ACOs, others include other types of health insurance, from both private and employer-based programs. Enrollment – included with our reservation platform is an open enrollment feature that streamlines this often complicated process.

Healthcare 74

Healthcare Business Process Outsourcing Call Center Surveys 74

Monet Software

AUGUST 13, 2018

But for healthcare contact centers, the last three months of the year can be summed up in two words: Open Enrollment. This is the time every year when thousands of people begin exploring their health insurance options. Are you ready for the open enrollment crunch?

Healthcare 48

Healthcare Contact Center Government Management 48

TLC Associates

MARCH 3, 2020

Imagine an enrollee of a healthcare insurance provider calls the company’s contact center to discuss a service issue. Where patients formerly wanted answers, today they want a higher level of care in their relationship with their healthcare insurance provider. Healthcare consumers are evolving before our eyes. It may seem elementary.

Healthcare 65

Healthcare First call resolution Coaching Government 65

Clarabridge

SEPTEMBER 1, 2015

How can healthcare insurance providers position themselves to be the chosen provider among these individuals? In the past, few people questioned where to get their health insurance—healthcare insurance companies had the advantage. However, healthcare insurance providers can also benefit greatly from surveys.

Healthcare 73

Healthcare Education Surveys Feedback 73

TLC Associates

OCTOBER 1, 2019

Open enrollment season is approaching fast. Here’s what you need to do over the next few months to maintain customer satisfaction with your healthcare enrollment call center and increase your bottom line in the midst of open enrollment. The closer we get to open enrollment, the harder hiring will be.

Healthcare 40

Healthcare Contact Center outsourcing contact center solutions 40

Talkdesk

JANUARY 9, 2019

Whether you are a retail company scaling up for the holiday season, a health insurance company scaling up for open enrollment, a business process outsourcer scaling up and down for new projects from clients, or a travel company scaling up for the summer season, there is a way you can scale up and down easily.

Contact Center 44

Contact Center Business Process Outsourcing Advertising outsourcing 44

Outsource Consultants

JANUARY 28, 2019

Health insurance companies can expect to be busy during open enrollment periods. In the world of customer service, you almost certainly experience predictable variation in call volume. Retailers typically realize that they’ll need to scale their capacity in November and December.

Call Center 59

Call Center outsourcing call center solutions Contact Center 59

TeleDirect

JUNE 19, 2018

Health insurance firms. Patient care is a 24/7 enterprise, even if your office isn’t open round the clock. Member enrollment. With our member enrollment tools and services, you can simultaneously grow your healthcare organization and still handle all of your existing patients. Pediatricians. Psychiatrists.

Healthcare 48

Healthcare outsourcing Call Center Business Process Outsourcing 48

C Space

APRIL 15, 2020

Health service company Cigna has announced it is launching Dental Virtual Care , which will be available through Cigna’s growing network of dental providers who offer tele-dentistry. All those taking part in the event, organized by the World Health Organization (WHO) and advocacy group Global Citizen , will appear remotely.

Construction 52

Construction Consulting Consulting Healthcare 52

Cyara

OCTOBER 12, 2023

Every year, the term "Open Enrollment" instills fear into management teams and agents at contact centers across the United States. Despite awareness of its impending arrival, open enrollment continues to pose numerous challenges for contact centers nationwide.

Contact Center 76

Contact Center Management Best practices Interactive Voice Response 76

Pointillist

MARCH 20, 2020

The new system enables customers to reschedule existing appointments, add themselves on a waitlist with automated messaging when a slot opens up and receive automated messages that narrow down your time window as you get closer to the appointment. The team estimates that rolling out the new automated system to all customers could save $14.1M

Analytics 70

Analytics Upselling Interactive Voice Response Banking 70

Cyara

OCTOBER 20, 2021

When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season.

Management 67

Management Contact Center Technology Customer Service 67

Sykes

DECEMBER 14, 2017

Open Enrollment is just around the corner which means that your staff is probably preparing for it as you read this. During last year’s open enrollment period, many health insurance companies experienced issues with their customer service that negatively impacted member retention and conversion rates.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Sykes

DECEMBER 14, 2017

Open Enrollment is just around the corner which means that your staff is probably preparing for it as you read this. During last year’s open enrollment period, many health insurance companies experienced issues with their customer service that negatively impacted member retention and conversion rates.

Agent burnout 40

Agent burnout Healthcare Wait times Self service 40

Cyara

NOVEMBER 12, 2018

Guess what? Customer experience is important. Lots of people will even tell you that we are in the customer experience economy these days. More and more companies find themselves now competing primarily on the experiences they deliver to their customers rather than their brand or their product or even price.

Interactive Voice Response 59

Interactive Voice Response Customer Experience Contact Center Call Center 59

Cyara

JULY 30, 2018

You probably are familiar with the line “Show me the money!” from the movie Jerry Maguire. In the movie, Jerry’s client asks Jerry, his agent, to show him the money. He doesn’t want his agent to talk a good game or make a bunch of promises, he wants results. That line is now used in pop culture to mean delivering results.

Interactive Voice Response 59

Interactive Voice Response Contact Center Call Center Customer Experience 59

Pointillist

NOVEMBER 18, 2021

By analyzing the entire customer journey, the insurer found that members were calling the care center to complete their purchase. An analysis of these calls revealed crucial information about why these members couldn’t complete their selection, which enabled the digital team to fix the problem quickly, before the open enrollment period ended.

Self service 45

Self service Metrics Analytics Contact Center 45