Health Care Concierge

Today’s Medicare beneficiary has higher expectations for customer service and personal attention than what’s typically delivered by plans that still rely on outmoded, traditional 800-number customer call center models.  In these models, plan contact with the beneficiary typically happens only after something has already gone wrong.  By the time your member gets through to a customer service representative (often after being placed on hold indefinitely and/or after having navigated through a seemingly endless array of phone menu options) – he or she is already frustrated with the system – and, by default, with your plan.

Because it is five to seven times less expensive to retain an existing member than to replace a member who leaves, Medicare plans are starting to recognize the value in having a proactive, relationship-driven , “high-touch” customer service solution in place that enhances member satisfaction, lowers voluntary disenrollment rates, and differentiates your plan from your competitors.

Gorman Health Group’s Health Care Concierge is a proven, pro-active, organized Medicare customer service and member retention model dedicated to helping people serve people.   It’s a relationship-driven model, one in which each beneficiary has a personal concierge who interacts with him or her on a consistent basis, conducts proactive outreach, and acts as the plan’s ambassador of goodwill. 

The result of this “high touch” approach: more satisfied, loyal members who stick with your health plan and lower voluntary disenrollment rates.  Plans that have adopted the concierge model also report reductions in overall call center volume.  And because there is typically lower CSR employee turnover than in traditional 800-number customer service models (thanks to performance bonuses and other incentives) Health Care Concierge generally costs less than what you are probably paying now for a generic CSR system that falls short of beneficiaries’ high expectations for personal service and attention.