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Cognizant’s Next Generation Solution for Consumerism Helping your organization build effective solutions for engaging today’s healthcare consumers
• Healthcare Solution Overview
Healthcare organizations must effectively respond to the rise of consumerism. Individual consumers have greater control over their healthcare dollars and are demanding insightful, intelligent interactions with payers and more information to guide their financial and health decisions. Payers meeting these expectations will increase member growth and retention.
Cognizant can help you deliver richer, more meaningful experiences to members, positioning your orga-nization to win in this new consumer-driven healthcare market place.
cognizant healthcare solution overview | march 2014
Understanding, assessing and then meeting consumer expectations is critical to responding effectively to consumerism trends across your organization. Cognizant’s healthcare industry expertise and our unique Consumerism Index™ tool will help you:
Identify opportunities
• Develop a deeper understanding about what today’s health consumers expect in terms ofservice, value, quality and experiences with payers.
• Pinpoint internal and customer-facing processes your organization can improve to bettermeet consumer expectations to generate value while reducing costs.
• Uncover possibilities for product and service enhancements, from personalized offerings tocomplementary services.
Assess requirements
• Evaluate your organization’s ability to meet consumerism demands across six key dimensions.
• Gauge current levels of member engagement and analyze gaps between consumer expecta-tions and current performance.
Implement effective solutions
• Create a clear, priority-driven roadmap to follow in transforming processes and enhancingconsumer experiences, shaped by Cognizant’s industry and consumerism expertise.
cognizant healthcare solution overview 2
The Cognizant Consumerism Index™ measures your organization’s consumer-centric performance across six key value dimensions. Detailed reports help identify specific areas requiring improvement and provide benchmarks for evaluating progress against Best-in-Class metrics.
Cognizant’s Consumerism IndexTM Tool
SAMPLE INDEX
Best In Class
Index score bucketed in one of the following areas
SAMPLE DETAILED REPORT
UX based Design
Portal Capability
User Engagement
Transparency Tools
Social Integration
Advanced UX Design
OverallConsumerism
Score
Front Office(Web/Mobile)
Back Office(Downstream)
Member Retentionand Analytics
ProductModularization
Member Acquisitionand Sales
ContactCenter
Legend Text Legend Text Legend Text
Legend Text
Legend Text
0
6
0
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0
10
0
8
0
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Thought Leader Best in Class Industry Average
Legend Text Legend Text
• Calculated across six dimensions directly impacting Consumerism• Relative position against Industry Best-in-Class metrics
Industry Average
Thought Leader
105
3
2
3
6
5
10
10
10
10
10
A unique tool for unique times: The Cognizant Consumerism Index™Your organization will gain a clear, detailed portrait of its consumer-centric opportunities, challenges and capabilities through our propri-etary Consumerism Index™ tool. The Consumer-ism Index will help your organization evaluate its position relative to six key dimensions of the payer value chain: front office, member acquisi-tion & sales, contact center, back office, member
.noitaziraludom tcudorp dna ,sisylana & noitneter
The Consumerism Index assesses critical capa-bilities in each of the six areas, relating them to Best-in-Class consumer-centric performance metrics. It helps to identify and track opportuni-ties for your organization to anticipate and then
meet consumers’ individual needs at a variety of touch points. Detailed reports for each of the six categories assess abilities and identify opportu-nities for performance improvement and value generation.
Comprehensive consumerism offerings to engage and retain membersWith your organization’s opportunities for value creation identified, you can engage members and prospects with success by drawing on Cognizant’s wide array of solutions for consumer engage-ment. Our offerings align with the key consumer touch points in your value chain, enabling your organization to quickly gain the capabilities it needs to provide satisfying consumer-centric experiences to grow and retain its member base.
cognizant healthcare solution overview 2
The Cognizant Consumerism Index™ measures your organization’s consumer-centric performance across six key value dimensions. Detailed reports help identify specific areas requiring improvement and provide benchmarks for evaluating progress against Best-in-Class metrics.
Cognizant’s Consumerism IndexTM Tool
SAMPLE INDEX
Best In Class
Index score bucketed in one of the following areas
SAMPLE DETAILED REPORT
UX based Design
Portal Capability
User Engagement
Transparency Tools
Social Integration
Advanced UX Design
OverallConsumerism
Score
Front Office(Web/Mobile)
Back Office(Downstream)
Member Retentionand Analytics
ProductModularization
Member Acquisitionand Sales
ContactCenter
Legend Text Legend Text Legend Text
Legend Text
Legend Text
0
6
0
3
0
5
0
10
0
8
0
5
0
7
Thought Leader Best in Class Industry Average
Legend Text Legend Text
• Calculated across six dimensions directly impacting Consumerism• Relative position against Industry Best-in-Class metrics
Industry Average
Thought Leader
105
3
2
3
6
5
10
10
10
10
10
A unique tool for unique times: The Cognizant Consumerism Index™Your organization will gain a clear, detailed portrait of its consumer-centric opportunities, challenges and capabilities through our propri-etary Consumerism Index™ tool. The Consumer-ism Index will help your organization evaluate its position relative to six key dimensions of the payer value chain: front office, member acquisi-tion & sales, contact center, back office, member
.noitaziraludom tcudorp dna ,sisylana & noitneter
The Consumerism Index assesses critical capa-bilities in each of the six areas, relating them to Best-in-Class consumer-centric performance metrics. It helps to identify and track opportuni-ties for your organization to anticipate and then
meet consumers’ individual needs at a variety of touch points. Detailed reports for each of the six categories assess abilities and identify opportu-nities for performance improvement and value generation.
Comprehensive consumerism offerings to engage and retain membersWith your organization’s opportunities for value creation identified, you can engage members and prospects with success by drawing on Cognizant’s wide array of solutions for consumer engage-ment. Our offerings align with the key consumer touch points in your value chain, enabling your organization to quickly gain the capabilities it needs to provide satisfying consumer-centric experiences to grow and retain its member base.
About Cognizant
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process out-sourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 171,400 employees as of December 31, 2013, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.
World Headquarters500 Frank W. Burr Blvd.Teaneck, NJ 07666 USAPhone: +1 201 801 0233Fax: +1 201 801 0243Toll Free: +1 888 937 3277Email: [email protected]
European Headquarters1 Kingdom StreetPaddington CentralLondon W2 6BDPhone: +44 (0) 20 7297 7600Fax: +44 (0) 20 7121 0102Email: [email protected]
India Operations Headquarters#5/535, Old Mahabalipuram RoadOkkiyam Pettai, ThoraipakkamChennai, 600 096 IndiaPhone: +91 (0) 44 4209 6000Fax: +91 (0) 44 4209 6060Email: [email protected]
© Copyright 2014, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.
Partner with Cognizant to generate value from today’s consumerism trends Payers who become consumer-centric swiftly and successfully can build sustainable, long-term member relationships and gain an edge on competitors. Cognizant has the tools, expertise and solutions to help your organization respond to consumerism with exciting new capabilities and offerings to engage members and convert prospects. For more information contact [email protected] or [email protected], or visit www.cognizant.com.
Cognizant offers comprehensive solutions to help payer organizations become customer-centric and generate value from consumerism trends. Our Consumerism Index tool and detailed roadmaps help ensure payers align efforts with areas of greatest initial return.
Contact Center Front Office(web/Mobile)
Member Acquisition & Sales
Back Office (Downstream)
Member Retention & Analysis
Product Modularization
Level 1: ( IVR, Predictive dialing, Chat, Conference) Level 2: (Voice2Email, WFM, Skype,
Nuance ASR, Click2Chat) Level 3: (Video chat, Visual IVR,
Speech analytics, Agent Performance reporting)
Exchange Integration Exchange Capability Sales & Campaign management ID Card Generation Sales Performance Management Campaign Effectiveness
UX Design Portal Capability User Engagement Transparency Tools Social Integration Advanced User Experience
Manage Defined Contribution Backend Remediation Systems Modernization HPA/HSA integration FACETS/QNXT and
Product Integration Unified Healthcare Value Profile
UHV 360 view Segmentation and Stratification Predictive Modeling Predictive Analytics LCV Cross-sell/Up-sell CEM analytics
Tear-down product planning Product Benefit Configurator Guided selling Optimized offers BYOB Instant Issue Affinity partner mass quote
Cognizant’s Six Dimensions of Consumerism
cognizant healthcare solution overview 3
About Cognizant
Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process out-sourcing services, dedicated to helping the world’s leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combines a passion for client satisfaction, technology innovation, deep industry and business process expertise, and a global, collaborative workforce that embodies the future of work. With over 50 delivery centers worldwide and approximately 171,400 employees as of December 31, 2013, Cognizant is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. Visit us online at www.cognizant.com or follow us on Twitter: Cognizant.
World Headquarters500 Frank W. Burr Blvd.Teaneck, NJ 07666 USAPhone: +1 201 801 0233Fax: +1 201 801 0243Toll Free: +1 888 937 3277Email: [email protected]
European Headquarters1 Kingdom StreetPaddington CentralLondon W2 6BDPhone: +44 (0) 20 7297 7600Fax: +44 (0) 20 7121 0102Email: [email protected]
India Operations Headquarters#5/535, Old Mahabalipuram RoadOkkiyam Pettai, ThoraipakkamChennai, 600 096 IndiaPhone: +91 (0) 44 4209 6000Fax: +91 (0) 44 4209 6060Email: [email protected]
© Copyright 2014, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means, electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.
Partner with Cognizant to generate value from today’s consumerism trends Payers who become consumer-centric swiftly and successfully can build sustainable, long-term member relationships and gain an edge on competitors. Cognizant has the tools, expertise and solutions to help your organization respond to consumerism with exciting new capabilities and offerings to engage members and convert prospects. For more information contact [email protected] or [email protected], or visit www.cognizant.com.
Cognizant offers comprehensive solutions to help payer organizations become customer-centric and generate value from consumerism trends. Our Consumerism Index tool and detailed roadmaps help ensure payers align efforts with areas of greatest initial return.
Contact Center Front Office(web/Mobile)
Member Acquisition & Sales
Back Office (Downstream)
Member Retention & Analysis
Product Modularization
Level 1: ( IVR, Predictive dialing, Chat, Conference) Level 2: (Voice2Email, WFM, Skype,
Nuance ASR, Click2Chat) Level 3: (Video chat, Visual IVR,
Speech analytics, Agent Performance reporting)
Exchange Integration Exchange Capability Sales & Campaign management ID Card Generation Sales Performance Management Campaign Effectiveness
UX Design Portal Capability User Engagement Transparency Tools Social Integration Advanced User Experience
Manage Defined Contribution Backend Remediation Systems Modernization HPA/HSA integration FACETS/QNXT and
Product Integration Unified Healthcare Value Profile
UHV 360 view Segmentation and Stratification Predictive Modeling Predictive Analytics LCV Cross-sell/Up-sell CEM analytics
Tear-down product planning Product Benefit Configurator Guided selling Optimized offers BYOB Instant Issue Affinity partner mass quote
Cognizant’s Six Dimensions of Consumerism
