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Your Guide to Open Enrollment Success

Open enrollment is just around the corner!

Are you prepared?

Our healthcare open enrollment resources can help you retain members and increase member satisfaction.

Preparing for open enrollment is hard. You can spend months trying to anticipate members’ demand for your services. And almost just as long setting up all the resources you think you’ll need to make the entire onboarding experience a great one.

But, what happens when open enrollment hits, and you realize that member demand is higher than what you expected?

At TeleTech, we have experience helping leading payers quickly ramp to meet unanticipated swings in demand. From member enrollment to member welcome calls and onboarding services, we have the highly trained licensed and non-licensed associates you need to lead your members quickly and effectively through the entire process. Then, after it’s all over, we can help you keep them informed and engaged – and turn them into the types of loyal members who drive sustainable business growth.

Explore the resources below to learn more about how our capabilities will benefit your members, your company, and your bottom line.

 
 

BEST PRACTICES EBOOK

Five Steps to Retain Members

The open enrollment period is a critical time, as customers begin to pour over their coverage options. To be successful, you need to be able to both engage existing members and attract the attention of new ones. In this eBook, discover five steps you can take to win the hearts and minds of customers before, during, and after open enrollment, including:

Educating members on the value of your plan

Making it easy for customers to compare plans

Contacting members on their terms

Staying engaged

Paying close attention

 

Download eBook

 

CASE STUDIES

Helping Healthcare Companies Stay Healthy

 

When Members Call
390 Percent More

Learn how we helped a leading payer prepare to support an influx of open enrollment inquiries. As ACA-driven enrollment began to increase, it was critical that the client quickly scale its support teams, but it lacked the infrastructure and resources to do so. The organization also needed help streamlining its training process, as well as reducing hold times and documenting procedures.

Read full case study

Driving a 25 Percent Increase
in Member Enrollment

Learn how we helped a leading payer optimize the onboarding process and increase enrollment. We created a dedicated, healthcare industry-aligned client delivery model that leveraged strong domain expertise to meet steep ramps. We also created customized sourcing strategies and leveraged our proprietary recruitment software to find the best potential associates.

Read full case study

Elevating Productivity 85%
in Two Months

Lean how we helped a large health insurance company enhance its processes to overcome a backlog in its health plan underwriting business. We performed an end-to-end analysis of the underwriting process and strengthened accountability of the teams’ performance. We also launched a program aimed at helping associates focus their attention on processing applications.

Read full case study

 
 

BENCHMARK RESEARCH REPORT

Customer Experience Benchmark Research Report

Findings from The 2015 TeleTech Customer Experience Benchmark Report reveal that while in some cases both customers and businesses are on the same page, in others, they are miles apart. In this eBook, learn what businesses can do to more effectively align their investments with customer priorities and preferences, including:

Taking the time to understand customer channel preferences

Paying attention to how customer expectations vary by industry

Treating customers as the unique individuals they are

 

Download Report

 

Benchmark Report

 
 

INFOGRAPHIC

Members Just Want Their Questions Answered

12 leadership drivers to move from vision to results

In The 2015 TeleTech Customer Experience Benchmark Report, we surveyed 176 customer experience professionals and 3,515 consumers to gauge their perceptions of how businesses deliver customer experience. Results related to the healthcare industry are presented in infographic format here. Key findings include:

Say yes to self-service. Both businesses and consumers think it is a worthwhile channel in which to invest more resources.

Consumers are cost-conscious, but also want simple information. They consider frictionless experiences to be a key loyalty driver.

 

View Infographic

 
 

BLOG POST

How to Craft and Scale a Personalized Onboarding Experience

A savvy onboarding experience can help drive greater customer satisfaction and lifetime loyalty. This blog post outlines four strategies for personalizing the onboarding process in a scalable manner, including:

Using data to understand members’ individual needs

Crafting engaging onboarding messages

 

Read Blog

 

BLOG POST

How Payers Can Uncover Key Member Engagement Opportunities

How Payers Can Uncover Key Member Engagement Opportunities

With so many coverage options out there, it can be difficult for payers to achieve long-term member loyalty. But, it's not insurmountable. Here are a couple of tips to help insurers identify their high- versus low-value members and reduce member churn. The tips include:

Use smarter insights

Earn trust with proactive care

 

Read Blog

 

WHITE PAPER

The New Arms Race in Healthcare

With millions of Americans entering the market for health insurance, a new arms race is emerging as healthcare payers compete for the attention of these new members. In this white paper, discover how data analytics and other technologies and techniques can be instrumental in helping payers target and acquire members in the years to come. Discover:

Best practices for reaching customers across their digital channel of choice

Tips for developing a strategic member acquisition roadmap

 

Read White Paper

 
 
 

Interested in learning more about our open enrollment services?