A multi-channel customer experience is something your members have come to expect from the companies they do business with, which only adds to the frustration of dealing with healthcare payers that have yet to adopt the technology. Giving your members the support they need in the manner they prefer – email, voice call, web chat, SMS/text or social media – sets you apart from your competitors and increases customer satisfaction and loyalty.
Firstsource’s Omnichannel Contact Center brings our expertise, technology, and quality standards to help your members and providers using the channel of their choice. Our knowledgeable staff can be your primary contact center resource; supplement yours during times of peak workload, such as open enrollment; or extend your capabilities for after-hours and weekend support.
But it goes beyond that: our proprietary First Customer Intelligence solution mines data from customer interactions across all channels, helping you to provide better customer engagement. That can lead to increased revenue, decreased cost to serve, and an improved Net Promoter Score (NPS).
Our Omnichannel Contact Center reduces or eliminates the overhead costs of contact centers by routing customer support needs through our own contact centers. Staffed by expert associates using HIPAA and PCI compliant systems and processes, Firstsource’s contact center technology automates services for maximum efficiency without sacrificing the personal attention that leads to customer loyalty.
Firstsource’s member support specialists help guide members through the complexities associated with their health insurance.
Associates can help members understand plan options and benefits and guide them through the open enrollment process. Trained, experienced Medicare/Medicaid support staff works directly with members to help them understand their options and select and enroll in the Medicaid or Medicare plan that best fits their needs.
Staff can help with the often-complicated process of paying for coverage purchased on the member’s health insurance exchange. And support specialists can even help members prepare for video appointments, from understanding the technology to helping them connect with their physician, using clear, understandable language.
Firstsource’s broker services provide the tools and information needed for effective broker interactions. Support staff can assist with physician referrals by communicating guidelines, providing standard and specialized forms, and ultimately responding with authorization or denial in real time.
Firstsource’s highly trained case resolution specialists serve as a liaison between your members, providers, and team to provide the quickest, smoothest resolution possible for appeals and inquiries. And automated billing and collections generates the revenue you need with the greatest time and cost efficiency possible.
A unique feature of our Omnichannel Contact Center is our proprietary First Customer Intelligence (FCI) solution, designed to help payers increase revenues, decrease their cost to serve, and improve their Net Promoter Scores (NPS). With FCI, we mine valuable data from customer interactions along all of your communication channels, and turn that data into actionable insights that help you continuously improve customer service, products, and processes. We provide:
Our clients include 12 of the top 20 healthcare payers nationwide
Our solutions are backed by Robotic Process Automation, advanced analytics and more
With our 20+ years' experience in the field, you'll know your customers are in good hands