Shape connected member journeys
Health insurers today must navigate complex regulations while delivering empathetic service to members. From onboarding to claims resolution, every interaction offers an opportunity to build trust and improve outcomes.
At ResultsCX, we partner with health insurers across the value chain to deliver high-quality, compliant, and scalable CX operations. Our teams are trained to support vulnerable populations, manage complex claims, and ensure regulatory alignment – all while driving measurable improvements in service quality and efficiency.
#ResultsMatter
Designed and implemented a newly appointed representative (AR) scheme in response to major regulatory changes–overseeing due diligence, onboarding, and targeted training to ensure compliant distribution of financial products
Quality delivered across 180,000+ claims
1
%
Vulnerable customers supported during major remediation
1
Resources mobilised in three weeks to meet urgent client demand
1
Our services
Claims management & resolution
End-to-end customer claims operations
Governance
Enhanced stakeholder oversight via performance reporting coupled with the ability to enhance business outcomes
Vulnerable customer support
Improved outcomes for vulnerable customers by re-engineering CX operations and deploying dedicated agent training programs, tailored to the needs of diverse sectors
Resourcing
Ability to ramp up at scale to address shifting volume requirements with a workforce trained for speed, accuracy, and empathy
How we do it
With over two decades of experience, our Healthcare practice brings deep domain expertise to every engagement. Powered by a team of nearly 10,000 professionals and trusted by over 15 leading healthcare clients, our dedicated Healthcare Center of Excellence (COE) leverages an outcome-driven framework to deliver measurable results.
Hiring
Recruit healthcare-ready advisors using pre-employment assessments that blend cognitive, aptitude, and personality insights - powered by behavioural predictive analytics and the globally validated Big Five model.
Training
Specialised training for healthcare and technical support, focusing on providing empathetic care. Built around Five Essential Engagement Habits, the model empowers advisors to become true healthcare advocates.
Operational excellence
Best-in-class operations driven by continuous investment in healthcare trends and technology - including the use of speech analytics to enhance coaching effectiveness. Our Healthcare Advocacy Model is further reinforced through advisor recognition and incentives.
Continuous improvement
We monitor and enhance performance through data-driven insights, delivering annual cost savings and quality improvement recommendations. Speech analytics power targeted coaching by linking advisor behaviours to performance outcomes, while dynamic scorecards track progress.
Why partner with ResultsCX
CX excellence across locations: Specialists in delivering exceptional CX, NPS, and FCR from onshore, nearshore, and offshore centers
Healthcare advocacy training: Persona-based training, empowering advisors to act as true advocates in every interaction
End-to-end claims expertise: Proven capability in delivering seamless, compliant claims operations
Regulatory insight: Deep regulatory knowledge with FCA-recognized credentials
Agile, scalable delivery: Flexible operations with rapid deployment to meet evolving business needs
Discover new ideas, insights & solutions
CXM for Healthcare
In today’s dynamic healthcare landscape, the patient or member’s journey, from enrollment to renewal, has become paramount in defining the overall health experience. With rapidly evolving technology and increased emphasis on digital touchpoints, healthcare providers and payers must reinvent the way they interact, support, and foster relationships with their members.
In this comprehensive whitepaper, ‘CXM for Healthcare – Improve care outcomes, retention, and growth’, we delve deep into the intersection of healthcare and customer experience (CX), offering a clear roadmap for enterprises to transform and elevate the care journey.
As you traverse through its pages, you’ll gain insights into:
- The revolutionary change that digital CX innovation is bringing to personalized care.
- A detailed breakdown of pivotal moments in the member journey, from the initial enrollment to the crucial phases of renewal or disenrollment, the associated needs and challenges
- Strategies and solutions to optimize member outcomes, leveraging the prowess of AI, analytics, and advocacy, while ensuring security and compliance.
- Case studies showcasing how two major health plans harnessed next-gen CX solutions to improve advocate and member experiences.
- Lastly, distill the learnings into five best practices, ensuring your organization can exceed member experience expectations.
We invite you to join us on this transformative journey.
Download the whitepaper for insights to envision and design the future of member experiences, integrating the best of technology with the warmth of personalized care.
Whitepaper
August 25, 2023
Transform Your Customer Experience, Act Now!
