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Our Health Advocacy Model takes the member experience beyond support and sales. It streamlines complex customer engagement processes for health plans while simplifying interactions for members. Our trained advocates understand the nuances of the healthcare system as well as the evolving laws and regulations. They provide resolution-centered member support across the lifecycle – listening with compassion, addressing immediate requirements, and anticipating adjacent needs.
We believe that immersive experiences help our advocates develop true empathy and understanding. In addition to rigorous industry training, we encourage our advocates to actively engage with seniors in the community – through activities like adopting a senior, lending hand, or providing companionship.
We don’t stop there. Every quarter, we recognize advocates who embrace and embody our customer-first approach.
The result: empowered advocates, happy members, and thriving health plans.
To develop our advocacy culture and reinforce a customer-first mindset, we provide targeted training for all advocates and support staff.
What does the caller want/need
Understand caller’s key concerns, educate based on needs
Tailor recommendation(s) to the caller’s needs
Address perceived gaps in the caller’s mind, remind them of the benefits of the recommended solution
Once objections and concerns are addressed, move caller to action
Over 30 years of CX experience across multiple industries
KPI-driven delivery for consistent and measurable quality and exceptional CX
Flexible and scalable engagement model to identify issues, analyze CX challenges, and collaborate together
End-to-end expertise across hiring, training, operational execution, and workforce management
