Open enrollment and annual enrollment present unique challenges for healthcare carriers, employers and providers annually. There is a large influx of new members in shorter timeframes, pressure on internal operations and infrastructure constraints. With customer experience at the forefront, it’s imperative that healthcare organizations make moves to meet these challenges, ultimately achieving the goal of delighting new and existing members with pleasant, efficient service at every touch point. For your members, the support you provide during open enrollment sets the expectations for the remainder of the year.
Firstsource with its experience across different geographies, industries and functions can help you deliver positive engagements with your members the way they want to be reached. Our expertise in contact center, claims adjudication, premium billing, enrollment processing, reconciliation, mailroom, print, and back office in the areas of provider and member services offers a solution for your open enrollment needs regardless of the population type.
Firstsource’s comprehensive open enrollment services are designed to deliver better member engagement and satisfaction and payer profitability.
Customer care for open enrollment services is provided through Firstsource’s Omnichannel Contact Centers. We bring our expertise, advanced technology and quality standards to assist your members using the communication channel of their choice. Agents are specifically trained to handle inbound and outbound calls for new member enrollment, welcome calls and customer service. Our staff can be your primary contact center resource, supplement your staff during times of peak workload or extend your capabilities for after-hours or weekend support.
Firstsource’s automated technology, centralized data management and deep industry knowledge enable us to effectively audit and analyze eligibility and benefits of members, along with billing and clinical documentation, to assess the accuracy of retrospective billing, reconcile reimbursements and provide documentation enabling you to address discrepancies with minimal impact to provider relationships.
Firstsource’s expert agents, leading-edge technology, and intelligent, automated solutions assist in taking the stress and inefficiency out of enrolling members and responding to the high number of requests typical during open enrollment.
Firstsource’s automated, intelligent, data-driven digital mailroom and document services give payers an edge in the complex healthcare industry. They help to better your operational efficiency, customer experience, regulatory compliance, and, ultimately, your bottom line.