Five Ways to Drive Healthy Customer Experiences



Healthcare came under major scrutiny as the United States geared up for the implementation of the Affordable Care Act (ACA) and the program has had its fair share of glitchNow, perhaps more than at any point in the past 50 years, health insurers are facing a new reality.



Changing demographics, new technologies, the rise of the consumer-driven market and healthcare reform are all converging to drive a consumer-centric model for payers. In this article, Pat McCaffrey, Senior Vice President, Healthcare and Public Sector, TeleTech, identifies five key areas in which health plans can transform member interactions into a customer-centered experience. These include:


Understand customer needs and preferences

Remove friction from the customer experience

Resolve problems the first time

Eliminate surprises by keeping promises and managing expectations

Protect customers to drive lasting trust


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