Process Redesign for the customer service unit in a Medicare Advantage division of a Large, East Coast Healthcare Payer
Process Redesign for the customer service unit in a Medicare Advantage division of a Large, East Coast Healthcare Payer
The Medicare Advantage division, an East Coast Blue, was faced with inconsistent delivery of customer service, increasing customer complaints, and a First Call Resolution that did not meet the Blue Cross Association standards. There were no clear expectations or processes for how calls should be handled, and the overwhelming number of tools and reference documents available to customer service representatives went largely unused. The organization engaged us to conduct a strategic assessment of the operation and implement the required changes.
"Our team spent a lot of time debating whether or not to hire an outside consultant for this project, but partnering with RubinBrown was one of the best strategic decisions we could have made. The level of service and their commitment to meeting our specific needs blew us away. We know we chose the right ERP system, but that's because we chose the right consultant to help us get there."
CIO