Delivering exceptional member experiences across every season

Visit us at the National Conference May 9-12 Booth 304

 

 

The healthcare landscape is changing, radically and rapidly. The future of the ACA is unclear, and the individual marketplace is creating issues for insurers and members alike. The combination means insurers need to work harder than ever to compete for new members, keep them engaged, and retain them year-after-year.

At TeleTech, we are dedicated to helping our payer clients – including regional healthcare payers in 22 states – overcome these challenges and achieve strong business outcomes.

 

The result is superior experiences, and happy and engaged members:

 

157%

target achieved for wellness appointments

+72

NPS score at a leading national payer

88%

quality score

Exceeded

conversion target by 22%

 

Explore the resources below to learn more about how to drive impact for your members, your company, and your bottom line.

 

eBook

Always On Member Experiences

Members look to their insurers for help managing their health, plans, and out of pocket expenses. In this eBook, learn how a year-round associate model can help insurers support member needs all-year-long, and:

  • Lower costs
  • Drive consistent member experiences
  • Increase year-over-year renewals
 

Download the eBook

 
 
 

 

Blog Post

3 Essential Open Enrollment Tips for the Off-Season

There’s really no downtime when it comes to planning for open enrollment. In this blog post, learn about three strategies that can help payers prepare in the off-season, including:

  • Focusing on marketing
  • Avoiding seasonal ramps
  • Planning for omnichannel engagement

Read the Blog

 
 
 

eBook

Making the Grade

Most contact centers are already using analytics. But, few are using the insights to improve member experiences, reduce costs, and increase the value of their brand. In this eBook, discover:

  • Tips for selecting the right analytics tools for your business
  • Four steps for closing the gaps on data insights
  • The impact analytics can have on your business outcomes
 

Download the eBook

 
 
 

Article

Member Insights Lead the Way

Meeting the expectations of individual members can be overwhelming. In this article, learn how BlueCross BlueShield of South Carolina is leveraging member insights to:

  • Plan for the digital future
  • Understand its members’ most pressing needs
  • Prioritize member experience initiatives

Read the Article

 
 

We help payers exceed member expectations all-year long

Better Leaders Drive Member Loyalty

Highly-engaged members are less likely to leave. We helped a leading payer arm its associates with the tools they needed to enhance every customer interaction.

33%+ increase in CSAT score

14% reduction in average handle time

Revamped leadership culture

How did we do it?

 

Quick Ramp Supports 390% Increase in Member Inquiries

When members come armed with questions, payers must be able to respond. This insurer turned to us for help supporting a 390% increase in inquiries. We applied our expertise to recruit, hire, and manage an expert customer support team.

Reduced training period by four weeks.

Increased first contact resolution and member satisfaction.

Ramped four locations and 1,000 associates.

How did we do it?

 

Customer-Focused Onboarding Drives a Healthier Experience

If members aren’t happy, they won’t hesitate to go somewhere else. Recognizing this challenge, this industry leader wanted to focus on building long-term member relationships. We helped the company design a future experience that would keep its members happy and loyal.

Identified 100 customer experience improvement areas.

Created personalized welcome kits for new members.

Re-architected the member experience.

How did we do it?

 
 
 

Ready to launch healthy customer experience results?

Contact our Team

 
 
 

SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.
80112-5833

Phone:
For General Inquiries
+1.800.TELETECH
(+1.800.835.3832)

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

 
TeleTech Unveils New Customer Experience Innovation Lab at Las Vegas Center
Omnichannel Demonstration Environment Allows Clients to Rapidly Test, Iterate and Improve
TeleTech Opens New Humanify Customer Engagement Center in Temple, Texas
Center Opening Marks Expansion into Third New Market This Year
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