DENVER, Oct 11, 2011 (BUSINESS WIRE) --
TeleTech Holdings, Inc. (NASDAQ:TTEC),one of the largest global
providers of strategic and technology-enabled business process
outsourcing solutions that drive commerce and lifetime customer
value, has been awarded a multi-year contract expansion with one of
the nation's largest health insurance companies as a strategic
partner for customer care management solutions and process
improvement.
In the one and half years since the enactment of the Patient
Protection and Affordable Care Act (PPACA) of U.S. health reform,
TeleTech has been at the forefront of advising the nation's largest
health plans on how to architect a customer experience strategy
that supports the entire spectrum of health management workflow,
including wellness/health advocacy, precertification, authorization
and utilization, customer service, and claims.
As a leader serving the healthcare industry, TeleTech was again
selected for its excellence in customer care and continued process
improvement; capacity to scale and proficiency in accommodating
expansion of client services. TeleTech will design and implement
customer care management solutions streamlining operations into
central service delivery locations. By centralizing locations, the
client will improve business continuity and consistency in services
provided. In addition, TeleTech will apply its best-in-class
process improvement program to improve productivity and enhance the
customer experience. TeleTech's approach is driven by a methodology
which utilizes Six Sigma and Lean principles to achieve measurable
results in a customer experience and support environment delivered
by more than 3,000 Six Sigma trained consultants.
"As healthcare member and provider program management evolves,
insurance companies are working hard to deliver more competent and
reliable services to members and providers," comments Kamesh
Somanchi, senior vice president and healthcare industry leader for
TeleTech. "Our goal is to deliver an excellent experience from the
inside out, driving healthcare payer costs down while meeting the
complex needs of members and providers across preferred
communication channels."
The Patient Protection and Affordable Care Act (PPACA) of U.S.
health reform is creating dramatic changes in the health insurance
industry. For consumers it will mean an increased role in decision
making, more personal financial responsibility, a deeper need for
information, and a demand for more help in dealing with the
complexity of the healthcare ecosystem. For health insurers, it
will require the ability to manage an increasing number of
consumers and their information, provide more relevant advice to
consumers and the ability to interact with them across their
preferred channels. In order to meet these increasingly complex
customer experience needs, health insurance providers are searching
for strategic partners that can help them navigate these new
challenges.
TeleTech helps many of the largest healthcare organizations
around the world navigate healthcare reform with strategic
technology and process solutions. Its expertise gives clients a
competitive edge in an industry that's facing greater demands than
ever before. TeleTech helps these organizations solve their most
complex problems and delivers customer-centric strategies for
growth.
ABOUT TELETECH
For nearly 30 years, TeleTech and its subsidiaries have helped
the world's largest companies achieve their most ambitious goals.
As the go-to partner for the Global 1000, the TeleTech group of
companiesdelivers technology-based solutions that maximize revenue,
transform customer experiences and optimize business processes.
From strategic consulting to operational execution, our more than
44,000 employees drive success for clients in the communications
and media, financial services, government, healthcare, technology,
transportation and retail industries. Our companies deliver
award-winning integrated solutions in support of
customer innovation,
revenue generation,
hosted technology,
enterprise innovation,
learning innovation and
professional services. For additional information, please visit
www.teletech.com.
SOURCE: TeleTech
TeleTech
Investor Contact
Karen Breen, 303-397-8592
or
Media Contact
Jeanna Blatt, 303-397-8507
