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H E A L T H C A R E S E R V I C E S
Member CentricityThe Key to Sustainable Growth for Payers
The healthcare landscape is changing, radically and rapidly. A convergence of disruptive forces – demographic shifts, increased competition, new communications channels, and access to robust data – are driving the transformation to a consumer-centric business model for payers.
What Consumers WantPayers, long used to working with employers and with systems and processes designed for large groups, must now move to personalized member-centric models that address the individual’s wants and needs. A recent study by Forrester* revealed the top significant variables that drive member acquisition and retention. The Acquisition and Retention groups both cared about access to a large provider network, quality of care and costs to lesser or greater degrees. But each group put the ease of interaction with the payer as their second most significant concern. For the Acquisition group it was knowing the company would be “easy to do business with”; for the Retention group it was “ease of resolving problems/claims.”
To compete and thrive in today’s consumer-centric healthcare marketplace you must be a customer engagement leader. TeleTech can put you on the path.
*2013 Forrester Mapping the U.S. Health Insurance Landscape from the Consumer’s Perspective (North American Technologies Healthcare Survey & Forrester Consumer Voices MROC 2013 n=3877
Health Information Sources Consumers TrustUnderstand and leverage what consumers value to
become a trusted health advisor.
Personal Doctor
Health Insurer
Publications
Friends & Family
Hospital/Health System
Other Healthcare Websites
Government Organization
Television
YouTube
0% 10% 20% 30% 40% 50% 60% 70%
The same study found that member engagement and issue resolution satisfaction remain low:
– 34% of consumers reported never having interacted with their payer via any channel including website visits
– 36% have had interactions only once or twice in the past year
– 89% are dissatisfied with how payers resolve issue.
Healthcare Payers Score Low for Customer Satisfaction Compared to other consumer model benchmarks,
healthcare payers have the lowest Net Promoter Scores.
CUSTOMER SATISFACTION (NET PROMOTER SCORE)100%
75%
50%
25%
0%
18%
30%
56%49% 53%
4%
Banking DepartmentStore
Online Shopping
ComputerHardware
Grocery
Net Promoter ScoresSource: Net Promoter® U.S. Consumer Benchmarks 2012 report, published by Satmetrix
Healthcare
Being Customer Centric is Healthy for BusinessNo matter how large your provider networks are, no matter how low your premiums and co-pays are, to compete and thrive in today’s consumer-centric healthcare marketplace you must be a customer engagement leader. TeleTech can put you on the path.
Proven Results for PayersThe numbers say it all. Our member-centric transformation solutions deliver measurable and positive outcomes for America’s healthcare payers. Read the complete case studies for our healthcare services payer clients at http://www.teletech.com/thought-leadership?type=CaseStudies&topic= &industry=Healthcare
Member-Centric Transformation Products and ServicesTeleTech offers a holistic, integrated approach to acquiring, retaining and engaging members. It’s the right prescription for a healthier member base and bottom line.
TeleTech’s member-centric transformation solutions cut across payer service lines to deliver a superior customer experience at every interaction. For consumer commercial channels, we leverage customer, market and financial data to inform member experiences and drive enterprise efficiencies with:
• Digital Acquisition Services
• Customer Journey Touchpoint Mapping and Lean Process Design
• Multichannel HIX – Payer Handoff
We also offer specialized solutions for Medicare and Medicaid payers.
DRIVES TOP LINE GROWTH
25%Increase in enrollment
20%More effective
digital marketing
$26MNew leads
RESULTS IN HAPPY AND ENGAGED
CUSTOMERS AND EMPLOYEES
40%Increase in
member engagement
33%Customer
satisfaction scores
7%Increase in NPS
REDUCES COST TO SERVE
45%Reduction
in AHT
12,000Seat consolidation with cloud-based
technology
>50%More efficient
associate coverage
Supported by Multichannel Technology Platforms:SEO, SEM, Marketing Automation, Web Self Service, Multichannel Communications, Analytics
M E M B E R
ServicesMember enrollment services with
licensed benefit associates
On-boarding services for first time member touch points
Member Care
Member Experience Business Process Transformation
Claims information customer care services
Outreach and campaign services to maintain customer engagement
Provider Services
M E M B E R
ManagementCustomer journey maps and
investment strategies to drive higher LTV of your member segments
Design segment-based treatment strategies for your member base
Interaction analytics to drive insight: – Call Prediction
– Customer Churn modeling
Multichannel technology that can optimize product silo design
M E M B E R
AcquisitionImprove Search Engine Optimization by 20% to acquire new members in
the digital environment
Member Sales Acquisition Services to compress lead to close cycle
ABOUT TELETECHTeleTech understands that to serve customers and differentiate their brands, companies need a holistic strategy that begins and ends with a true understanding of their customers. And now in the 24/7, always on, mobile world we live in, outstanding service has become table stakes and customer expectations continue to rise. To respond to this revolution in customer expectations, TeleTech has invested heavily in innovative consulting, technology, and process improvement capabilities. These services have allowed us to design, enable, manage, and grow superior customer experiences that drive shareholder value. Simply put, we help companies grow the value of their businesses by growing the value of their customer base. Our comprehensive solutions drive value across the entire customer life cycle.
LET’S GET STARTEDEngaging and delighting customers is the key to differentiating your company and driving growth. TeleTech is the go-to partner for Global 1000 leaders because we understand how to create an exceptional customer experience. Let us help you grow revenue, reduce costs, and create lifelong customers.
For more information, please contact us at 303.397.8100 or visit teletech.com.
CORPORATE HEADQUARTERS9197 South Peoria StreetEnglewood, Colorado 80112-5833United StatesPhone 1.800.TELETECH+1.303.397.8100 (outside the U.S.)Fax: [email protected]
©2014 TeleTech Holdings, Inc. All rights reserved. 00324 6-14
ABOUT TELETECH’S HEALTHCARE SERVICES PRACTICEAt a time when healthcare companies face increasing regulatory requirements, reform uncertainty, and rising technology costs, business leaders are under immense pressure to improve shrinking profit margins. TeleTech transitions healthcare companies for growth and profitability by enabling them to design, build, implement, and manage superior customer experiences. TeleTech helps:
• Providers better serve patient needs with improved efficiency and reduced costs
• Payers maximize member value and contend with the impact of large-scale unemployment
• Life science companies increase sales and effectively manage clinical and administrative processes
With strategic consulting, technologies and services for every stage of the customer life cycle, TeleTech delivers superior customer experiences that drive shareholder value and allow healthcare companies to focus on disease prevention and quality of care.
teletech.com
