{"id":40060,"date":"2020-04-27T00:00:00","date_gmt":"2020-04-27T07:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/healthcare-payers-optimize-member-services-with-work-from-home-agents\/"},"modified":"2021-09-10T12:57:48","modified_gmt":"2021-09-10T19:57:48","slug":"healthcare-payers-optimize-member-services-with-work-from-home-agents","status":"publish","type":"post","link":"\/us\/en\/blog\/healthcare-payers-optimize-member-services-with-work-from-home-agents\/","title":{"rendered":"Healthcare payers: Optimize member services with work-from-home agents"},"content":{"rendered":"

As more and more of the country enforces shelter-in-place policies, healthcare payers and providers are scrambling to set up a remote workforce on the fly. With non-essential and\/or corporate employees being mandated to work from home<\/a>, many payer organizations are left wondering how to best continue supporting their members now that their physical office doors have closed.<\/span><\/p>\n

Keep your <\/span>healthcare payer organization<\/span><\/a> running no matter what challenges lie ahead by moving your health plan agents to a remote environment. If you could benefit from support with this transition, <\/span>learn how RingCentral can get your agents up and running in no time, at no cost<\/span><\/a>.<\/span><\/p>\n

Healthcare Payer Companies Pivot to Meet Changing Member Needs<\/b><\/h3>\n

As people\u2019s healthcare needs shift from traditional office visits and routine interventions to virtual care appointments and essential services\u2014coupled with numerous questions regarding healthcare coverage\u2014there is expected to be a rise in those members needing support from their healthcare payers. This will directly impact the volume of inquiries and the need to scale contact center operations, including the use of work-from-home agents. But how do you accomplish this and still enable agents to listen\u2014act\u2014and care about each member?<\/span><\/p>\n

View RingCentral’s Managing Work-From-Home Contact Center Agents Checklist<\/b><\/a><\/p><\/blockquote>\n

Develop Work-From-Home Agent Teams\u00a0<\/b><\/h3>\n

Healthcare payers can swiftly <\/span>transition work-from-home agents without disrupting normal operations<\/span><\/a>. Set your employees up to be effective remote agents by preparing them for\u00a0the requirements of working from home. Cover the policies and expectations you have for their workspace, conduct during shifts, and participation in team efforts. Optimize every part of your call center training to improve your agent retention and customer service results.<\/span> Companies and managers that are new to remote work in general sometimes find themselves facing an adjustment period, even when agents are thriving in their remote roles. It\u2019s important to keep the larger goals in mind in times like these.<\/span><\/p>\n

Amidst unprecedented challenges with circumstances that change daily\u2014even hourly\u2014there\u2019s only one thing that payers can do: Deliver consistent and thorough support to both your members and your agents. Keep in mind that many health plans experience 50% or higher attrition rates among their member service agents (during normalized times). Contact center managers should take precautions to manage these rates, especially in times of crisis like the situation many teams are experiencing now.<\/span><\/p>\n

Much of this has to do with maintaining clear communication and meeting your key stakeholders where they\u2019re at. Your members, providers, and agents are engaged across multiple voice and digital channels, which is why enabling your remote workforce with the right technology is essential for thriving amidst chaos and globally dispersed teams.\u00a0<\/span><\/p>\n

Improve Member Support Experiences<\/b><\/h3>\n

In order to provide the seamless support experience that members expect\u2014from a work-from-home environment\u2014you must equip your distributed agent team with a cloud-based <\/span>collaborative contact center solution<\/span><\/a> that offers integrated communication and collaboration tools. It also must be highly secure\u2014select a HITRUST CSF Certified vendor to safeguard your provider partners\u2019 protected health information (PHI).<\/span><\/p>\n

Additionally, there are already many demands on your agents\u2019 time, so streamline the call process with an interactive voice response (IVR) system. When members call, they\u2019ll be routed through a series of automated questions that connect them to the right agent and department. For frequently asked questions, such as queries about office hours and simple billing info, members can get their answers without talking to a live agent and wasting time. IVR systems also improve the member experience by sending them to the agent best-equipped to resolve their problems.<\/span><\/p>\n

Optimize Member Services with Collaborative Contact Center Cloud Technology\u00a0<\/b><\/h3>\n

RingCentral<\/span><\/a> combines communications\u2014voice, video, and team messaging\u2014into one seamlessly integrated platform that works across multiple devices and also includes cloud contact center technology. Service agents can access RingCentral\u2019s cloud-based app from anywhere and on any device\u2014so your remote team can still work together to meet your members\u2019 evolving needs.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

As more and more of the country enforces shelter-in-place policies, healthcare payers and providers are scrambling to set up a remote workforce on the fly. With non-essential and\/or corporate employees being mandated to work from home, many payer organizations are left wondering how to best continue supporting their members now that their physical office doors …<\/p>\n","protected":false},"author":292,"featured_media":40061,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,18674],"tags":[7993,11406,17239,1682,17584,17585],"class_list":["post-40060","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-healthcare","tag-call-center","tag-call-center-agents","tag-collaborative-contact-center-solution","tag-healthcare","tag-member-experience","tag-work-from-home-agents"],"acf":[],"yoast_head":"\nHealthcare payers: Optimize member services with work-from-home agents | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"As more and more of the country enforces 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