Targeting & Securing Your Customers
Appealing directly to customers has become key to survival. With consumers taking charge of their healthcare, insurers must understand the individual better. Members are no longer simply delivered through employers or brokers. Successful member acquisition requires direct appeal to consumers.
Download our Healthcare Thought Leadership: Targeting and Securing Your Customers
- Understand customers and consider their needs throughout the lifecycle
- Design a customer experience at all touchpoints, in every channel
- Ensure performance measures are calibrated with customer satisfaction
You may also be interested in these other aspects of acquiring and retaining health plan customers:
Engaging Your Customers at the First Point of Contact
First impressions count, especially during peak enrollment. Growing membership means up shifting from a reactive to a pro-active sales culture. Since 71% of customers reach out to plan providers via the phone, your contact center must be prepared to offer guidance for complex decisions.
Download our Healthcare Thought Leadership: Engaging at the First Point of Contact
- Prioritize sales inquiries with improved call handling
- Improve sales with refined agent skills and convert inquiries on the first touch with consultative selling
- Drive outbound campaigns for members leaving employer groups or nearing Medicare-eligibility
Learn the keys to drive enrollment success: Convergys Acquisition Services
You may also be interested in these other aspects of acquiring and retaining health plan customers:
Delighting Your Customers with Service
Greater customer choice and control make sophisticated management of customer relationships a competitive necessity. Customers are setting a high bar by expecting anytime, anywhere access to support and information. What defines the ideal customer experience? And how do you delight while lowering costs?
Learn More. Download our Healthcare Thought Leadership: Delighting Your Customers
Capture quick savings by targeting specific call types and programs for outsourcing with: Convergys Member and Provider Services
- Quality agent-assisted care from performance driven centers with world-class operational tools
- Proven automated solutions that increase satisfaction and utilization of self-service
- Customer analytics that drive cost reductions while increasing satisfaction
You may also be interested in these other aspects of acquiring and retaining health plan customers:
Retaining Your Members
Acquisition Costs Five to Ten Times More than Retention. The economic downturn and high churn rates are eroding profit margins. Health insurers must understand the causes of member defection and take steps to reduce it.
- Uncover drivers of member satisfaction—and dissatisfaction—and implement process improvements
- Build and maintain positive, consistent experiences across channels
- Recognize indicators of likelihood to leave, and develop pro-active intervention strategies
Learn More. Download our Healthcare Paper: Retaining Your Members
Get more details on service improvements that will boost retention throughout the member lifecycle: Convergys Retention Services
You may also be interested in these other aspects of acquiring and retaining health plan customers:
Retire the Readiness Risk
Learn how Convergys Medicare Enrollment Service retires the readiness risk, providing flexible capacity that enables your organization to promptly handle all inquiries.
- Trained member advocates to handle inquiries and pre-qualify enrollees
- Licensed agents to complete enrollments
- Flexible capacity to handle and qualify inquiries from marketing campaigns
- Trained service agents to process provider inquiries, freeing agents to handle member inquiries and enrollment
- Contingency planning and capacity to allow for fast response to large call volume
- Bilingual services
- Disaster Recovery planning with site diversity
Informative white paper unveils the important lessons learned during the Medicare Part D rollout, that will benefit your enrollment campaign. Medicare Part D: Moving Beyond Enrollment
