Challenge

A leading Medicare Advantage health plan faced significant attrition. This made it challenging to staff healthcare claims work domestically and led to:

• Financial inaccuracies
• Performance quality issues
• Steep training costs

Solution

The ResultsCX team deployed a high-performing and fully engaged offshore team that was cost-effective and quality-focused:

• Instituted a more professional hiring profile for claims adjudication team, requiring payer claims knowledge and demonstrated financial acumen
• Offered premium pay to incentivize staff
• Created a career path for tenured agents
• Fostered the cultural view of the team as an elite staff