Providing a Higher Level of Care and Response
In the healthcare market, quick and easy access to customer accounts and member services is critical to the success of customer contact programs. And no one knows that better than West Interactive. We provide the industry's most robust and reliable hosted solutions to help both healthcare providers and callers gain on-demand, secure access to the valuable information they need.
The nation's leading healthcare providers rely on us to process more than 6.5 million calls per month. From eligibility questions and claims status to ID card requests and prescription fulfillment, West Interactive's call center technology helps providers improve service levels while reducing the cost per call.
Here are just a few of the capabilities of our call center technology:
- Self-service call management integration to efficiently handle complex automated call distribution schemes and front end solutions
- Integration with customer and third-party systems such as billing or CRM
- Customer surveys to gather valuable feedback and information
- Web dashboards for real-time monitoring of call patterns
- Blending of touch-tone and speech recognition with call center or home-based agents to create a comprehensive contact solution
- Proactive notifications
Sample call types include:
- Enrollment
- Member information
- Eligibility
- Benefits
- Claims status
- Member surveys
- Disease management surveys
From our experience we know that the healthcare industry is entrusted with personal information that requires a high level of security and sensitivity. That's why we design our hosted solutions to not only be extremely user-friendly, but to comply with all HIPAA and other mandates, including your organization's voluntary guidelines and performance standards.
We can also help your company easily manage the typical call spikes associated with seasonal enrollment or special events. Our superior automated technology solutions and industry-leading infrastructure offer a competitive advantage while helping you significantly improve operational efficiencies and deliver a higher level of care to your customers and members.