Today, by the time your members speak to a customer service representative, they are already frustrated; contact with the plan only happens when something goes wrong.
Health Care Concierge fundamentally changes this customer service paradigm. And just in time! Enrollment restrictions found in the Medicare Modernization Act mean that member retention is more important than ever before.
Satisfied, loyal members stick with the HCC through their personal ups and downs because they have a companion on their journey--- a relational dynamic that is especially important to the senior population.
The benefits of HCC are not only for the member. Central to the success of this program is the focus on employee ownership and intrinsic reward. The HCC model gives the Concierge accountability for a specific book of business and provides rewards based on performance. This results in higher than average retention of the service personnel themselves and reduces the need for redundant telecom units, making the HCC model less expensive than traditional “800” numbers.
Doctors emphasize preventative care. Isn't it time that you practice pre-emptive customer service?
