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Reduce Call Handle Times for Benefit Inquiries

Event Date: 3/31/2022

Event Overview

Thursday, March 31, 2022
11:00 AM CT – 12:00 PM CT (60 minutes)
Vendor Spotlight Host: Simplify Healthcare

This vendor spotlight is hosted on our BigMarker platform you must use Google Chrome or Firefox when participating in the webinar.

 

Health Plan operations and customer service teams struggle to provide timely and accurate response to benefit inquiries coming in from members and providers.

The CSRs need to refer to multiple systems, several documents and other data sources to Quote a Benefit. This significantly increases Call Handle Time and almost 50% of this time is dead air, resulting in long Hold Time. Other Contact Centre Metrics get negatively impacted, including FCR, Agent Efficiency and Customer satisfaction.

eServiceSync is an end-to-end benefit inquiry management solution that delivers Quick, Accurate and Complete Benefit Explanations. It leverages advanced AI and NLP capabilities to boost the productivity and efficiencies of the CSRs in generating benefit quotes and improve contact center KPIs.

What will you learn from the webinar?

  • Industry statics on Contact Center KPIs for Benefit Inquiries
  • Improving the effectiveness and productivity of CSRs with eServiceSync
  • Reducing Call Handle and Call Hold times with end-to-end automation
  • Pulling relevant and correct data in real-time to generate benefit quotes
  • Automating member and provider self-service
  • Increasing member and provider satisfaction to boost Star ratings

 

Notice to Participants:

Please note that this webinar is a Vendor Spotlight and will be a capabilities-focused presentation. While this vendor is not under contract with the Health Plan Alliance, we believe this webinar will provide you the opportunity to learn more about this vendor and the programs and services it provides. Offering this webinar does not imply that the Health Plan Alliance endorses this vendor. The webinar is merely for informational purposes only. Should you wish to share feedback and/or have questions about this vendor, please contact Jaime González, the Alliance’s Chief Business Development Officer, at jaime.gonzalez@healthplanalliance.org or 972-830-6355.



 

Thank you to our event sponsors


Silver

 

Documents
5/5/2022

Recording: Reduce Call Handle Times for Benefit Inquiries
In this video recording presentation, discover how you can reduce call handle times, improve FCRs, and accurately answer benefit inquiries to improve Star ratings using eServiceSync, a unique AI and NLP-based automation solution.

3/31/2022

Presentation: Reduce Call Handle Times for Benefit Inquiries
In this webinar presentation attendee will discover how you can reduce call handle times, improve FCRs, and accurately answer benefit inquiries to improve Star ratings using eServiceSync, a unique AI and NLP-based automation solution.

Attendees

Below is a list of all delegates registered to date for this event

  • Femi Ayoola
  • ALLIANCE MEMBER
  • Data Scientist at Neighborhood Health Plan of Rhode Island
  • Kenesha Bartley
  • ALLIANCE MEMBER
  • Senior Director of Customer Service at MetroPlusHealth
  • Cailey Chrissinger
  • ALLIANCE MEMBER
  • Manager of Government Products (Medicare) at Denver Health Medical Plan
  • Martha Cisneros
  • ALLIANCE MEMBER
  • Director, Member Outreach & Engagement at Valley Health Plan
  • Kimberlee Fell
  • ALLIANCE MEMBER
  • Quality and Customer Experience Coordinator at Physicians Health Plan
  • Valeria Fraire
  • ALLIANCE MEMBER
  • Manager— Business Development at Alliant Health Plans
  • Michele Gale
  • ALLIANCE MEMBER
  • VP, Consumer Experience and Marketing at Health Alliance Plan (HAP)
  • Kelly Garcia
  • ALLIANCE MEMBER
  • Executive Director, Customer Service Center at Presbyterian Health Plan
  • Jody Gross
  • ALLIANCE MEMBER
  • Vice President of Operations & Government Programs at Health New England
  • Celeste Hart
  • ALLIANCE MEMBER
  • Manager - Member Services at Valley Health Plan
  • John Holt
  • ALLIANCE MEMBER
  • Director of Customer Experience at CommunityCare
  • Sandy Hopkins
  • ALLIANCE MEMBER
  • Director, Member/Provider Services at Cox HealthPlans
  • Jessica Hoy
  • ALLIANCE MEMBER
  • Customer Service Training Coordinator at Physicians Health Plan
  • David Komoroske
  • ALLIANCE MEMBER
  • Network Operations Coordinator at Capital District Physicians' Health Plan (CDPHP)
  • Ashton Macaulay
  • ALLIANCE MEMBER
  • Operations Coordinator at Paramount Health Care
  • Joseph Maumus
  • ALLIANCE MEMBER
  • Process Improvement Manager at Alliant Health Plans
  • Fran McMaster
  • ALLIANCE MEMBER
  • Regulatory Compliance Auditor at Piedmont Community Health Plan
  • Lourdes Nevarez
  • ALLIANCE MEMBER
  • Director, Workforce Management at Presbyterian Healthcare Services
  • Monica Pagels
  • ALLIANCE MEMBER
  • Senior Medicare Product Manager at Health Alliance Plan (HAP)
  • Debra Schiffman
  • ALLIANCE MEMBER
  • Vice President, Operations at Quartz Health Solutions
  • ELAINE Taylor
  • ALLIANCE MEMBER
  • Compliance Consultant at IU Health Plans
  • Nancy Weber
  • ALLIANCE MEMBER
  • Clinical Integration Program Manager at Network Health
  • Stephanie Wiegman
  • ALLIANCE MEMBER
  • Customer Experience Coordinator at Samaritan Health Plans
Speakers