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 your customer contact program. And no one knows that better than West Interactive. We provide the industry’s most robust and reliable managed and hosted IVR solutions to help both you and your callers gain on-demand, secure access to the valuable information they need.
At West Interactive, we process over 6.5 million calls per month for some of the nation’s leading healthcare providers. Our extensive experience in automated call center technology gives us the ability to custom-tailor IVR solutions utilizing industry best practices, to meet the unique needs of both members and providers. From eligibility questions and claims status to ID card requests and prescription fulfillment, West Interactive’s call center technology solutions help companies in the healthcare industry improve service levels while reducing the cost per call.
Here are just a few of the capabilities of our call center technology solutions for healthcare providers:
- Intelligent automated call distribution systems to efficiently handle complex call routing schemes and front end solutions
- Seamless integration to customer and third party systems such as billing or CRM
- Gather valuable feedback and information through Insight, our call center customer satisfaction survey solution
- Web dashboards that allow for real-time monitoring of call patterns and administration tools for change management
- Easily blend touch-tone and speech recognition, including natural language speech recognition with call center or home-based agents to create a comprehensive contact solution
Sample call types include:
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Enrollment
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Member Information
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Eligibility
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Benefits
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Claims Status
We know that perhaps more than any other market, the healthcare industry deals with highly personal information that requires a high level of security and sensitivity. That’s why we design our managed and hosted IVR solutions to not only be extremely user-friendly, but to comply with all HIPAA and other mandates implemented by federal and state agencies, as well as voluntary guidelines and performance standards adopted by your organization.
We can also help your company easily manage the typical call spikes associated with seasonal enrollment or “special events” like Medicare Part D. Our superior automated call center technology solutions and industry-leading infrastructure gives your company a distinct competitive advantage while helping you significantly improve operational efficiencies and deliver a higher level of care to your callers.
Want to learn more? Then give us a call today at 1-800-841-9000 or fill out our online contact form and one of our knowledgeable representatives will get in touch with you.
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