Your Guide to Open Enrollment Success
Open enrollment is just around the corner!
Are you prepared?
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
Paying close attention
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.
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.
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.
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
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.
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
Providing consistent and timely communications
Making members feel valued and understood
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
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