Healthcare
Be there for your patients while still being efficient and cost-effective.
The Rising Demand for Healthcare Support
The Healthcare industry is under immense pressure. With a growing and aging population, healthcare centers, individual providers, and insurers are feeling stretched trying to support patient needs. They often don’t have the time or resources to meet the demand for information and services from health plan recipients.
This is where we can help. Our personalized, responsive, and efficient CX delivery can take the burden off your internal teams, so you can keep up with patient inquiries and care.
How We Help Healthcare Providers
People want fast and efficient interactions when they have billing or medical-related questions. However, they also require compassionate and individualized support, especially at a time when they might be facing illness, hardship, and uncertainty.
This is when our approach to Authentic CX can help you manage everything from a fast inquiry to a white glove level of service, with a focus on quality interactions and caring empathy, while meeting the specialized needs of your patients.
Scalable Support Services
Find more effective and cost-efficient ways of communicating with your patients; while ensuring they receive the support they need.
Or perhaps you need more expedient back-office support services, such as claims processing and billing.
To better handle fluctuations in volume, itel offers scalable omnichannel solutions that can support sudden influxes, backed by a robust and integrated technical infrastructure.
Responsive Digital Integration
As innovations in healthcare create more digitized experiences, introducing new automated interactions into your member journey can add convenience and efficiency.
Using AI-generated data analysis, we can help you integrate new self-service options where it makes sense, while our team of healthcare agents provide 24/7 care across all channels, creating a balancing of digital and human touchpoints.
Empathetic Customer Care
Our experienced and well-trained agents know how to handle sensitive issues with empathy and understanding. We provide continuous training, targeted coaching plans, and AI-enabled sentiment analysis that prepare our team to offer emotional support during times of crisis and uncertainty.
HIPAA Compliant
AI-enhanced data capture and utilization means faster and more personalized member care. It also means there’s a growing need for greater protection of member information. Our stringent data security and privacy measures, coupled with robust cybersecurity and fraud prevention protocols, ensure we and our clients remain HIPAA compliant.
How We Help Health Plans & Payors
There are times when Payors and Health Plan Administrators may require additional back-end support, especially during high volume peaks. itel can assist with member and provider services, to ensure a smooth process and high levels of member satisfaction, so you can reduce the pressure on your internal teams and focus on other aspects of your business.
Call volumes will fluctuate with seasonal surges, especially around the AEP. Our flexible, scalable CX delivery will give you the ability to ramp up during these increases, with skilled and experienced agents who can assist with newly enrolled members.
We can help them navigate the complexities around all plans, including MA, MPD, and PD, providing efficient, personalized service that exceeds the high expectations of even 4 and 5-star plans.
Many plans now view their network as vital partners in member care. Not only is it important to ensure your network data is up to date for your members, but your provider partners can access your plan when they need, so agents can always provide accurate information.
Our AI-supported recruiting process ensures the selection of right-fit candidates, whose experience aligns with similar plans and this type of call support. This reduces attrition and improves quote accuracy.
When it comes to healthcare sales support it’s difficult to predict the level of demand. You need a flexible CX partner that can easily scale to support sudden increases in call volumes.
itel’s knowledgeable work-at-home agents have the skills and license requirements to drive your plan’s growth and retention. They can skillfully guide callers through the details of each plan, answer complex questions, and respond to buyer cues, while delivering a personalized customer experience that results in industry-leading satisfaction levels and increased close rates.
Our agents have the expertise to manage complex claim processes that vary from plan to plan and member to member. Our team consists of specially-trained, qualified agents that can support claims services, such as:
- Medical reviews
- Adjustments
- Full adjudication
- Pricing
- Audits
- Recoveries
We also support leading claims systems such as:
- NASCO
- DELL® (DIAMOND™, XCELYS™)
- FACETS™, HEALTHEDGE® (HEALTHRULES™)
- HP®/ EDS® (METAVANCE™)
- DST® (AMISYS™, POWERMHS™)
