A leading regional health plan dedicated to delivering high quality healthcare for their members was in search of a contact center solution that would improve their customer service, increase enrollment and reduce costs. The company is committed to helping create healthy and happy families in their communities. The organization currently serves approximately 420,000 members in the following four distinct programs:
The organization was trying to overcome it current business challenge in regards to open enrollment. Recognizing that enrollment for healthcare programs presents complicated challenges to healthcare companies each year, the health plan looked to Ansafone for comprehensive healthcare enrollment call center services and to provide overall member services as well.
This leading health plan had been operating its own internal call center but realized that it was not their core competency. The healthcare provider was in need of a strategic outsourcing partner focused on customer care services with deep healthcare industry experience with HIPAA compliance. Specifically, due to the healthcare provider’s limited timeframe and urgency, it was critical for their outsourcing partner to be familiar and in compliance with California’s rigorous healthcare standards.
In 2008, the health plan selected Ansafone to support their after-hours volume. Due to the success of the program, it quickly expanded into 24/7 support for their overall member services initiatives, including open enrollment and regulatory requirements throughout the year. Ansafone established a thorough process to recruit agents for the client’s ongoing and seasonal programs. Additionally, Ansafone standardized the processes for future open enrollments and strengthened ongoing training with a focus on conversions during the open enrollment process.
Ansafone’s strengths are in providing the right people for the right program through its performance driven culture. Through a systematic skill profiling and extensive recruiting process, Ansafone finds the ideal candidates possessing a combination of customer service and problem solving skills to meet the needs for each of their programs. Ansafone’s culture contributes to lower attrition rates which adds value for their customers.
Ansafone conducts extensive training on customer service and communications strategies and maintains consistent coaching by their highly skilled management teams.
Best practices are leveraged across all customer care programs, including call flow and problem solving techniques.
Understanding key metrics helps drive the highest value.
In less than 120 days, Ansafone delivered excellent results by supporting the majority of the total volume for the health plan. With a focus on enrollment and optimizing sales opportunities, Ansafone exceeded its targeted conversion goals by 12% during the 2008 enrollment season.
By providing quality people and processes, Ansafone reduced talk time, hold times and after call work; which resulted in a lower average handle time. Ansafone also created a detailed script that captured member and prospective members’ data while providing the operator ‘scenario specific’ handling instructions. The reduced transaction time not only saves the client money directly, but is also connected to the enhanced customer experience. Promptly and proactively generating pertinent information and responses for customers creates high customer satisfaction. Overall, Ansafone has implemented a solution that is delivering greater efficiencies, quality and a positive member experience.
Ansafone provides a 43% cost saving to this client
Ansafone exceeded education client’s goal for enrollment by 16%