Delivering exceptional member experiences
across every season
Visit us at the
National Conference May 9-12
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:
target achieved for
NPS score at a leading
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.
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
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
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
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
We help payers exceed member expectations all-year long
Better Leaders Drive
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
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.
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.