Teleperformance has the experience and technology to deliver an integrated, high quality member experience.The rising cost of healthcare is creating rapid change in the industry, causing the end consumer to take more control than ever before of their healthcare decisions. Healthcare payers, who in the past have been accustomed to dealing primarily with the needs of employers, are now required to directly communicate and serve the needs of members. Not only has this exploded the volume of inbound customer calls to the service center, the nature of the inquiries are much more complex, and many companies' systems and databases are too antiquated to properly handle the needs of their members.
Teleperformance has invested significantly in researching and understanding the existing member experience. Some of these requirements include the following features:
- Knowledgeable, well trained, and consultative sales agents who can explain plan options and competitive differences.
- Availability of plan options and physician information prior to and during the decision making and enrollment period, through on-line, automated service channels.
- Seamless customer care experience between insurance plan enrollment and HSA account set-up. One stop shop for all healthcare and medical financial inquiries.
- Automated/on-line functions for claims and account status information, with proactive e-mail or voice mail alerts to confirm claims payments, deductibles status, and HSA or other payment account transfers.
- Self-service IVR and Web options for simple transactions that keep customers out of the queue and complete their inquiries without having to speak to a live agent.
These features provide a higher quality customer experience with a better return on your overall investment.
KPI's Impacted- Reduced Cost per Contact
- Reduced Member Attrition
- Increased Sales
- Improved Profitability
- Improved CSAT
At Teleperformance, our healthcare agents are carefully recruited and selected to specifically match the requirements of your program. We ensure that our agents not only have the training necessary to handle the unique nature of healthcare calls effectively, but are also equipped to handle the emotional element required for handling calls in this industry. In addition, Teleperformance has licensed insurance sales agents in some states.
Our Performance Management practice includes the tools and processes necessary to accurately measure and continuously improve performance. The Contact Center Management System (CCMS) is an award winning, proprietary platform that integrates employee, operations and customer information from a wide range of systems and functional areas into a single web-based application. Program specific, HR and performance data is available to agents, supervisors, and management teams on a real-time basis. Furthermore CCMS is highly customizable and easily integrated with other applications.
Teleperformance invests heavily in technology so you don’t have to. At Teleperformance we integrate and develop the best solutions available on the market to meet all of your customer relationship strategy goals.
Our technology solutions enable seamless systems integration between healthcare payers applications and Teleperformance core technology platforms for IVR/self-service, performance management and network operations. We also make optimal use of your customer information, available in data warehouses and operational databases, to create knowledge bases that help to optimize agent performance and enhance the overall customer experience.
Teleperformance's suite of automated and self-service solutions allows you to reduce the cost of designing, deploying and operating your programs including marketing enrollment, shopping consumer directed healthcare options, member care services and medical/financial sales and services. Our hybrid integrated voice and self-service solutions use the optimal combination of IVR (touchtone or speech recognition) live agents and web channels to meet your program needs. In addition, Teleperformance invests heavily in leading interactive and self service technologies so you can stay current with proven solutions that are fully redundant without the capital outlay.
Privacy regulations in the healthcare industry make data security a top priority. Compliance is the foundation for the data and physical security practices for Teleperformance, having certifications for HIPAA, ISO, PCI & DSE. Using this practice, we reduce the risk and help configure technology to ensure our customers' data is secure. Unique to our industry, Teleperformance assigns CISSP security analysts to work with all al our clients. They act as customer advocates and are responsible for listening to our clients' needs and developing solutions that meet both standard and individual security requirements.
|
 human resource management
 performance management
 technology
 interactive & self-service applications
 data & physical security
|