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The American healthcare system is at a crossroads. The arrival of the Patient Protection and Affordable Care Act – or the ACA or "Obamacare" – is changing the landscape for consumers and those who provide medical services to them. Millions of previously uninsured Americans are joining the ranks of the covered. For insurance providers, this means millions of new prospective customers to inform, sign up, onboard and provide long-term continuing member service – all while being held to mandated levels of performance not previously required.
How can your health insurance or supplemental benefit provider organization ensure it delivers on best-in-class levels of customer service, without straining the fiscal and customer-care limits of your organization?
The answer for many insurance and provider organizations is to partner with a BPO customer contact management service partner that’s a proven veteran in the healthcare space.
Experience can be the determining factor for success. For some such organizations, healthcare is a niche opportunity only realized with the ACA ramp-up. True success often only is realized by partnering with an organization that has pursued the healthcare marketplace not as an opportunity, but as a core product offering.
At C3/CustomerContactChannels, we have more than a decade of healthcare industry-focused experience. Our management team are industry veterans and innovators with a combined 150 years of experience in the field. We’ve recruited, hired, trained and equipped our 7,000 dedicated healthcare associates to provide key customer contact center support for such essential functions as member acquisition and enrollment, participant support, and member loyalty for commercial and private fee-for-service plans. C3 even pays associates to get their insurance licenses in states that require them.
Highly skilled in voice, web and social network support, our associates manage a portfolio of services that include back office processing for clinical processes, PDP and MA enrollment, member-facing services, provider services, claims processing, end-to-end Rx sales/support, clinical outreach, and a host of other member-facing functions for private insurance providers and state-run healthcare exchanges.
Training: The Differentiating Factor
At contact centers in key markets across the U.S., including Texas, Utah, Idaho and Nevada, every new associate is trained through innovative and proprietary training modules developed, designed and delivered by C3 Performance Optimization (C3PO) methodology. This customized learning modality – or our C3 Boot Camp – delivers industry-leading ramp-up times, thus allowing compliance-ready agents to hit their proficiency twice as fast as those at other organizations.
C3’s success has come in no small part from investing heavily – financially and culturally – in our people. C3’s approach centers around three simple principles which when properly combined create our unique differentiator. We hire the right front line agents and supervisors (coaches); train them better than any of our competitors; and foster a unique culture to the BPO business where people truly love their jobs.
The deployment model at C3/CustomerContactChannels has consistently outperformed other customer contact organizations in the healthcare space. Our success has been a boon to our strategic and institutional investor partners. Moreover, C3 capitalizes on these proprietary training models, deep executive knowledge and the experience earned from more than three decades of providing customer contact service internationally across such sectors as healthcare, financial services, telecommunications, energy and utilities, media, travel, hospitality, and government services industries.
American Healthcare Traversing the Crossroads
The customer communications industry is facing a transformation, particularly in the healthcare sectors. With ACA’s arrival, companies and providers are investing untold millions into creating the supporting services needed to ensure providers achieve mandated levels of care and avoid government penalties. For critical service providers and their strategic and institutional investor partners, the opportunity exists to stake out and claim leadership status in what remains an emerging sector.
Achieving mandated levels of communication require a partner versed in what today must be an uncompromised relationship between payer and insured. Between set up, follow through and continued quality of interactions, providers can ensure customers and members enjoy a valuable experience, providers meet required quality scores, and partners set the standard for care at healthcare’s crossroads.
