Healthcare Services

The time has come for healthcare providers to connect with patients on a personal level. Here's a five-part agenda for establishing a social media practice that will allow providers to do so.

To stay competitive, the multichannel customer experience is now a critical part of a health insurer's strategic plans. Four elements stand out for companies looking to get closer to healthcare consumers.

A major health insurance company turned to TeleTech's management consulting division, Peppers & Rogers Group, to increase overall member value. Customer experience strategists identified 100 opportunities for improvement, designed a member-focused approach to service, and built a roadmap for engagement and loyalty.

After TeleTech implemented a new business processes and self-service technologies, a healthcare company was able to decrease service delivery costs by 35 percent and efficiently serve more members.

With TeleTech's Learning Innovation, a large healthcare insurance company developed an effective coaching program for team leaders and increased customer satisfaction scores by 34 percent.

The stories of four healthcare companies demonstrate how TeleTech delivers exceptional healthcare experiences and drives profitability by increasing membership and reducing care-related costs.

By partnering with TeleTech, insurance companies saved millions of dollars, achieved economies of scale, improved licensing processes and executed successful cross-selling strategies.

This infographic reveals customers’ expectations and frustrations with the healthcare customer
experience.