Why the member experience matters now more than ever.
CINCINNATI, OH — August 6, 2013 —America’s Health Insurance Plans (AHIP) recently spotlighted Cincom Eloquence® (http://documentsolutions.cincom.com), a member correspondence solution in its Marketplace Solutions – a showcase portal that features smarter, more sustainable solutions for healthcare systems today. With the Affordable Care Act set to affect individuals this October, Cincom Document Solutions’ Program Director Lori Gelter spoke about emerging solutions affecting healthcare payers today in a released podcast.
“With the October 2013 deadline looming, payers are evaluating their core systems and processes to ensure they are ready to deal with the expansive changes that are coming,” said Gelter. “The member experience is really going to be the key differentiator and a major focus for forward-thinking healthcare payers. The entire member experience from sales to enrollment to customer service and care management really needs to be coordinated around various touch points of communication.”
“Wisconsin Physician Services is a great example of a company really focusing on the member experience,” said Gelter. When Wisconsin Physician Services implemented Cincom Eloquence as its enterprise correspondence solution, it had a positive impact not only internally but also on its members’ experience. With Eloquence, it received the following results:
- Achieved 99% accuracy for its communications with members and providers,
- Reduced its average time to complete a member request from 6 ½ minutes down to 5 minutes, and
- Reduced its template library by 60%.
“These benefits are available to any healthcare payer,” explained Gelter. “With this shift in member experience and the individual market, the member experience can really be a key differentiator and this should be a major focus for healthcare payers. Whether member communications take the form of email, print, mobile or web our goal is to provide a solution that is easy to use and easy to integrate to enhance the entire member experience.”
For 44 years, Cincom has helped thousands of clients worldwide by solving complex business problems. For more information about Cincom’s products and services, contact Cincom at 1-800-2CINCOM (USA only), send an email to firstname.lastname@example.org or visit the company’s website at http://www.cincom.com.