Healthcare And How Ansafone Gets Involved

Ansafone Helps Health Plan Provider Increase Membership While Decreasing Costs

Problem

With more than 600,000 members, one of the nation’s largest government-funded health plan providers
faced a customer service challenge. Membership growth was stretching resources, and operating costs were
increasing, while eciencies were decreasing. The company needed a solution to enhance its customer service
program, consisting of inbound/outbound blended support and both dedicated and shared multilingual agents. This is not an uncommon healthcare issue.

The solution also had to provide standardization, streamlined processes, reduced costs, increased scalability and HIPPA compliance.

Search for a Solution

The health plan provider was quickly outgrowing the technology services provided by another vendor. In order to meet reporting requirements and reach growth goals, the health plan provider needed enhanced functionality such as real-time reporting, web-based recordings, script customization and more. Ansafone‘s robust technology oering lled all of these requirements. What’s more, Ansafone’s Accessing Care Management technology mirrored the company’s internal operations to serve as a seamless extension of the health plan provider’s customer care program.

Solution

Ansafone tailored its proprietary call center management process to provide a comprehensive
customer care methodology. Through these strategies, Ansafone:

  • Took calls for Access to Care membership inquiries
  • Managed call escalation of grievances
  • Expedited appeals
  • Documented key aspects of call interactions
  • Met all service level requirements
  • Provided confidentiality and HIPPA compliance
  • Managed disaster recovery/redundancy efforts

Ansafone utilized a shared agent model that was especially eective for the multilingual aspect of the customer care program, allowing for greater exibility to support a diverse membership base while decreasing xed costs for dedicated agents.

The Ansafone solutions’ outbound components included managing numerous membership outreach strategies such as: welcome calls, member¬ship retention, enrollment/eligibility campaigns, and Healthcare Eectiveness Data and Information Set (HEDIS) preventive care.

Finally, by providing quality people, Ansafone helped reduce talk time, hold time and after-call work, all of which resulted in lower average handle times. This KPI not only saves money directly, but is also connected to improved customer experience.

Results & Benefits In Healthcare

Ansafone met the health plan provider’s volume and quality goals within the rst 3 months
of the program, far exceeding estimates.

Results included:

  • An average savings of more than 86 percent per call for the after-hours/ weekend calls
    through the shared agent model component of the program.
  • An 18 percent increase in member retention rates through promptly and proactively
    generating pertinent information and responses for customers to create high customer satisfaction.
  • Positive impact on HEDIS score through implementation of focused campaigns to aid members
    in gaining access to care.

Overall, Ansafone implemented solutions that deliver greater eciencies, provided higher
quality customer experience and increase member satisfaction.

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Client Testimonials

Home Health Care Company:
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“Ansafone always goes above and beyond! They are always professional and ensure all messages are properly handled. If I have any questions or concerns, I can always count on my representative Dave! Thank you for your excellent service.”
Donation Information Hotline:
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“I am highly impressed with the exceptional level of customer service, reporting and professionalism with Ansafone.  I have worked with them for many years and found them to be action oriented and focused on quality performance.”
TAS and Call Center Support:
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"We appreciate all you have done for us in the past and wish you all the best.  Please extend my thanks to Laural and everyone at Ansafone."
Energy & Utilities:
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"I would like to express gratitude on behalf of Marion County Solid Waste for the prompt and satisfactory service you have provided to us."
Healthcare /Orthopedics:
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"Honestly, everything has been wonderful... What is most impressive to my providers and myself is the knowledge that the agents answering the phones have... It makes our jobs so much easier."
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