HEALTHCARE
CUSTOMER EXPERIENCE IMPROVEMENT

Consumers have more options, and the freedom to move from plan to plan, than ever before. Health plans must do what it takes to increase enrollment and retain current members through proactive member satisfaction strategies. These strategies require a deeper understanding of your customer, not just your patient.

Banking and other industries have successfully used data to better understand their customer, resulting in improvements in the level of customer satisfaction, stronger brand loyalty, and increases in the lifetime value of the customer. EXL’s products and solutions, including data transformation, analytics and clinical services, are pivotal to improving the customer experience and supporting total population health management.

THOUGHT LEADERSHIP

Improving Health Outcomes Through Member Engagement

“Interactivity is key to effective member engagement.

Intelligent, personalized interaction over time is what incentivizes members to stay on track and stay engaged. It’s also ultimately what leads to better outcomes including improvements in health, management of chronic conditions and key clinical quality measures that impact the bottom line.”

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A NEW APPROACH

Healthcare organizations typically attempt to treat patient and member populations two ways: through a website or through the contact center. The problem is that neither of these channels sufficiently engages patients at a high enough percentage.

Consumers have a preference for five communication channels:

  • Voice
  • Email
  • Text Message
  • Direct Mail
  • Mobile Apps

Each channel has various levels of adoption and preference. The key is utilizing the appropriate channel at the appropriate time. Getting this balance right is how payers manage cost and drive engagement.

CASE STUDIES IN ENGAGEMENT

Automated interaction is highly effective at improving reach. In a study with one payer, adding automation led to a 15 percentage-point increase in reach, increasing it from 70 percent to 85 percent. Other customers have reported similar results, with most achieving 94 percent or higher rates of engagement.

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READY TO LOOK DEEPER?

CONTACT OUR HEALTHCARE LEADERSHIP TEAM.

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