Navigating healthcare can be complex, and your members have increasingly high expectations. They want to be able to look up coverage and have questions answered without dealing with long hold times or multiple transfers. That’s why Interactions Intelligent Virtual Assistants enable you to provide your members with more — effective self-service options that enhance the customer experience while still lowering costs.
Your members need a reliable way to manage their prescription requests. That’s why our solutions make can handle tasks such as the intake of prescription information from a doctor, filling new prescriptions, processing refills, and providing pharmacy location information.
Give your customers convenient, personalized access to secure information — without having to remember cumbersome PINs and passwords. Interactions Voice Biometrics allows you to verify a customer’s identity using the unique characteristics of the human voice to provide fast, secure, and convenient authentication.
Interactions IVAs can streamline even complex medical insurance and Medicare enrollment processes, by accurately collecting complex alphanumeric information, answering questions about plan details and program eligibility, and automating the new member enrollment process.
Interactions billing and collections solutions make it easier for customers to set up automatic payments and paperless billing, provide balance information, process payment information, remind customers about near due payments, and more.
Keep your members updated with the information they need to know by providing outbound notifications. Interactions solutions can send refill reminders, notify members of important information, and provide timely billing reminders.
More than half of consumers are only willing to spend up to five minutes resolving a simple issue.
Over 40% of patients and consumers believe they spend too much time and effort getting issues resolved.
More than half of consumers say their goal is to resolve an issue as quickly as possible.
“Previously, only Humana customer service representatives were able to take these calls. Now, during peak times, with Interactions, people with Medicare are able to enroll more quickly, which provides a better overall experience for our members.”
– Alex Wheatley, VP Senior Products, Humana
Customer care, although increasingly important, is constantly evolving. Businesses know they need to excel at customer care in order to remain competitive, but with the pace at which consumer preferences for channels continue to change, it’s difficult to develop a comprehensive and effective customer care strategy.
It may seem obvious to say that customer care should be a top priority for businesses, but the value of efficient customer service can’t be understated.
Over 40% of customers are already frustrated before they reach out to an organization to resolve issue. Consumers want to get things done quickly and easily and their expectations are at an all-time high — no matter the channel they use to get there.