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Innoveer offers services focused on the following areas within the health insurance industry:
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call center |
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The call center is the primary touch point between many health insurers and their customers. For that reason alone, it would appear to be the perfect venue for a host of opportunities – most importantly, improved efficiency and increased customer loyalty and satisfaction. Innoveer Solutions has found, however, that a majority of health insurers do not treat their call center as an integral part of their business operations. As a result, most are ill-equipped to ensure first-call resolutions or offer customers the opportunity to adjust their deductibles or open a health savings account after solving policy issues.
In assessing the potential impact of a call center, Innoveer partners with health insurers, such as Dean Health Plan and Norwich Union Healthcare, to improve their call center efficiency by evaluating how to best leverage their unique position within the customer mindset, identifying reasonable areas for improvement, and creating metrics regarding how their call centers can improve overall operational and administrative productivity. After partnering with Innoveer, health insurers are able to achieve the rewards of a more effective call center – greater corporate flexibility, improved efficiency, and increased customer satisfaction.
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