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An Omnichannel Member Services Success Story: Improving Member Satisfaction

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For healthcare payers, performance bonuses and analyst recommendations are dependent on external scoring by government agencies, regulators, and other third-parties.

When our large Midwestern payer client’s customer satisfaction scores began to decrease due to unsatisfactory first-call resolution, inaccurate data, lack of omnichannel capabilities, and inaccurate billing information, the organization realized it needed a plan to enhance the member services experience.

They came to us to build a an omnichannel member services program that enables the service team to more quickly and satisfactorily address member needs and support better experiences.

A Data-Driven Member Services Improvement Program

This member services program included:

  • Better integrated member channels for a more cohesive experience and improved analytics
  • Stronger omnichannel communications 
  • Data ingestion, development, integration, design, and support using MuleSoft API
  • Dashboarding with Tableau reporting, visualizations, and business intelligence development
  • An improved member services portal interface
  • Project management with Scrum Master Agile leadership, data analysis, development, reporting, and testing
  • Migration from our client’s legacy IE platform to Databricks in the Amazon Web Services cloud

LEARN MORE: AWS Data Lakehouse Solutions

A Single View of the Member Profile

Equipped with a single view of the member profile, employees can drive more meaningful and productive interactions. Our data ingestion, development, integration, design, and support enable better navigation on member portals by granting the service team access to the right information when engaging with a member. Data analysts can address inquiries by leveraging our dashboarding solution that supports a common, governed view of consumer data.

The migration to Databricks enhanced the member experience with a modern, cloud-based data lake architecture. This gave our client a more cost effective, flexible solution that met the specialized needs of its data scientists and enabled employees to provide better service with quicker access to member data. The new platform has improved resiliency, elasticity, durability, agility, and provided the client significant savings and expanded functionality.

Enhanced data platform functionality and an accurate single view of member data increased first-call resolution and supports additional member communication channels.

READ THE FULL SUCCESS STORY: Improving Member Satisfaction With Omnichannel Communication and a Modern Data Platform 

Healthcare Data Solutions

With Perficient’s expertise in life scienceshealthcare, AWS, Mulesoft, and Salesforce, we equipped one of the largest healthcare payers in the Midwest with an omnichannel member services improvement program that improved member satisfaction by giving the service team a single view of the member profile.

Have questions? We help healthcare organizations navigate healthcare strategy, data and analytics, integration, and customer experience. Contact us today, and let’s discuss your specific needs and goals.

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Cassidy Rimmey

Cassidy Rimmey is a Marketing Coordinator in the healthcare industry at Perficient.

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