Blog // December 14, 2017
Blog // December 14, 2017
Open Enrollment is just around the corner which means that your staff is probably preparing for it as you read this. During last year’s open enrollment period, many health insurance companies experienced issues with their customer service that negatively impacted member retention and conversion rates. Prospective and returning members came to insurers with questions about both the complicated enrollment process and the complex details of plans they were considering. Despite months of planning, many customer support infrastructures couldn’t handle the added stress, resulting in the failure to meet business objectives and customer expectations.
To stay ahead of the surge, it’s important to understand what details, if overlooked, can impact your members and your business:
Accessible, accurate and empathetic service is key to member satisfaction. A single member interaction can have a major impact on the overall member experience your organization provides. Representatives need to accurately and compassionately answer customer inquiries, especially during stressful, high-volume periods such as Open Enrollment.
Positive member experiences drive enrollment and retention. Inadequate service can result in missed revenue opportunities, specifically in the areas of enrollment and retention. After all, consumers are unlikely to enroll in a plan if their needs aren’t being met early in the member journey. Failure to assist members at this stage can bring on doubts about the quality of the service you’ll provide going forward.
A negative member experience can result in delay or avoidance of care. In the healthcare industry, providing quality support can have high stakes: It can directly impact the health and well-being of your patients. When communication is poor or call wait times are long, frustrated consumers frequently end contact without issue resolution.
How to ensure an exceptional member experience during Open Enrollment
The good news? Adequate preparation can help ensure that members and potential members enjoy an optimal experience, even during a high-stress period. The most important steps insurers can take to get their call centers ready are:
Open Enrollment can be a stressful time for members and prospective members, but with these tips you can create a caring, positive experience that will alleviate some of the frustration. As you prepare for another demanding Open Enrollment, contact us to find out how we can provide proactive solutions that drive positive business results through our CX portfolio.