Reduce Call Handle Times for Benefit Inquiries

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.

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