Health insurance plans are more focused than ever on evaluating and maintaining their brand. Most plans are working to be more than simply a low-cost provider of healthcare or the plan with the biggest network. For years now, we’ve seen that singularly focused strategies like that don’t work. One of the biggest opportunities plans have is to emerge as the health plan of choice for members by choosing to deliver a personal connection in every member interaction.
This personal connection starts in your contact center. What’s interesting though, is that the push for Artificial Intelligence (“AI”) to take over customer service entirely isn’t what members really want. Members want our Contact Centers to be MORE human! And for those humans to be enabled by technology. We’re seeing this desire for a human touch in every industry but especially in healthcare. It’s one of the main reasons we created a proprietary training program to assist health plan contact centers. When Zelus trains contact center agents we always incorporate empathy, we use a simple, yet comprehensive, approach:
I’m looking forward to speaking more about this at the upcoming 9th Annual Medicare Market Innovations Forum in San Diego, CA. on a distinguished panel. The panel will be focused building a year-round branding strategy that extends beyond Medicare’s Annual Enrollment Period (“AEP”). Zelus will also be in the Exhibit Hall at the Conference, so stop by and see us. We’d love to talk about your challenges and what’s working in your organization to deliver that consistent brand experience! If you need a push in the right direction talk to us about our PACE™ program. We built a comprehensive healthcare contact center program to marry proficiency, accuracy, confidence, and empathy seamlessly. There is nothing like it in the marketplace.
We’re working on an upcoming webinar with Contact Center Week about connecting with customers on a human level, learn more and register here.