A seismic shift in how healthcare is marketed and communicated to customers has transpired. With members now firmly in charge of their healthcare decisions, payors and pharmacy benefit managers (PBMs) must shift from a business-to-business marketing and care model to one that directly addresses, attracts and resonates with your members.
Working With Health Insurers
Your customers have specific needs that change with their life stage. We tailor programs around this fact, providing customized interactions that give each member a unique experience. In addition, we assist with:
- Sensitivity to seniors: Helps agents respond positively to special needs, particularly for seniors
- Member recruitment: Predisposes qualified prospects to enroll through positive pre-enrollment experiences
- Member enrollment: Protects and expands revenue by delivering you more new members
- Member retention: Lifts your revenues and boosts total membership
Our portfolio of solutions includes:
Key Trends in the Healthcare Market - "Individual Buyers: A Wake-up Call for Insurers". Live Webcast with Forrester May 15
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Our Portfolio of Solutions Includes
With member turnover rates reaching 30% annually, how has it impacted you? With customer satisfaction being such an important driver of retention, revenues and profitability, organizations like yours must adapt innovative approaches to treating members as valued customers.
Industry analysts Frost & Sullivan and leading healthcare executives take a deeper look at this emerging trend and explore options for effective member management in a series of events centered around growth strategies for the customer contact center.
Is your healthcare organization providing customer-centric care?
Today's healthcare consumers demand more information about costs, products and services than ever before. As a member-centric healthcare company, you need an integrated contact center to provide that information, as well as help you get closer to your customers, control costs and compete more effectively.
Our programs can be tailored to give each of your members their own unique experience with customized member interactions.
Roughly 24% of Medicare Part D beneficiaries surveyed express dissatisfaction with their coverage and cost. When it was rolled out in 2005, healthcare organizations struggled to meet the demands of overwhelming customer inquiries. The four most important lessons learned from that introduction:
- Serve consumers in their channel of choice
- Use customer data to fine-tune service delivery
- Leverage the contact center to determine demand
We can help your organization understand the dynamics surrounding Part D and can help you keep your customer satisfied.
At Convergys, our Total Enrollment Support program is an integrated solution for all your member communications.
- From pre-enrollment education and outreach
- Through enrollment
- To ongoing member service support, retention and recapture
