HEALTHCARE PAYORS

HEALTHCARE PAYORS

Customer communications challenges:

Ineffective communications & unmet customer expectations

Difficult to drive new revenue from existing customers with current communication.

Key customer data is incomplete and locked up in legacy applications.

High costs & long timelines

Routine communication changes require high priced IT projects and long timelines.

High call volumes due to confusing or inconsistent communications, branding and content.

Increased regulatory & reputational risk

Inability to rapidly and affordably respond to changing regulations around customer communications, emerging business requirements and evolving customer expectations.

Limited control over call center letter content generation, postage costs and eDelivery.

Customer communications challenges:

INEFFECTIVE COMMUNICATIONS & UNMET MEMBER EXPECTATIONS

Decreased member satisfaction and loyalty due to increasing multi-channel, digital engagement expectations.

Difficult to drive new revenue from existing members with current communication touches.

Inability to satisfy member communication preferences and to target members with relevant offers because key member data is incomplete and locked up within multiple legacy applications.

Member communications are not compelling and are sometimes confusing due to inconsistent branding and content across lines of business and channels.

Antiquated and conflicting business processes that don’t support multi-channel distribution.

HIGH COSTS & LONG TIMELINES

Routine communication changes require high priced IT projects and long timelines.

Limited business enablement due to complex communication tools and limited employee experience.

Limited CAPEX to fund a comprehensive communications transformation that requires a multi-generational project.

High call volumes due to confusing or inconsistent communications, branding and content.

High total cost of ownership from multiple, unintegrated vendor and in-house developed applications.

Communication system components that are declining or no longer supported technologies.

Inability to suppress print and drive customers to lower cost self-servicing channels due to lack of compelling digital experience, limited adoption promotion and limited data availability.

INCREASED REGULATORY & REPUTATIONAL RISK

Inability to rapidly and affordably respond to changing regulations around member communications, emerging business requirements and evolving customer expectations.

Limited control over call center letter content generation, postage costs and eDelivery.

Lost opportunity due to limited targeted marketing capabilities and the dependency on IT resources to make the simplest changes.

Privacy concerns and fear of data breaches along with other compliance concerns that impact reputational and financial risk.

Duplicative, missing or incorrect member data.

Inability to govern and audit all of the communications sent to a single client.

Address real communication issues with your members

  • Simplify EOBs by providing explanations directly on a statement
  • Enable prescription compliance messaging
  • Enable effective health management through targeted communications
  • Manage compliance and messaging variance across states

Address real communication issues with your members

  • Simplify EOBs by providing explanations for complex jargon directly on a statement
  • Enable prescription compliance messaging to improve medication adherence
  • Enable more effective population health management through targeted communications
  • Manage compliance and messaging variance across states Reduce call volume into call centers by addressing call drivers in real-time

Healthcare Payors face many challenges in the evolving health insurance environment. Government regulations place a strain on operations and organizations are buckling under the stress.

As a result, most Healthcare Payors are hesitant to alter member, provider, and customer-facing communications.  In order to navigate these challenges, Healthcare Payors need to look at their customer communications strategy in a new way to respond to government and customer demands.

Healthcare Payors face many challenges in the evolving health insurance environment. Government regulations place a strain on operations and organizations are buckling under the stress.

As a result, most Healthcare Payors are hesitant to alter member, provider, and customer-facing communications. In fact, many continue to print and mail monochromatic or spot color materials with low or little electronic adoption.

In order to navigate these challenges, Healthcare Payors need to look at their customer communications strategy in a new way.  By leveraging technology appropriately, Payors can unlock siloed systems and streamline their operations to increase their ability to respond to government and customer demands.

MULTI-CHANNEL

distribution

CUSTOMER PREFERENCE

management

BUSINESS DRIVEN

targeted content

ENGAGING EXPERIENCE

with video

SELF-SERVICE

payments

DESIGNED

for purpose

MULTI-CHANNEL

distribution

CUSTOMER PREFERENCE

management

BUSINESS DRIVEN

targeted content

ENGAGING EXPERIENCE

with video

SELF-SERVICE

payments

DESIGNED

for purpose