How Analyzing Your Customer Interactions Is Key to Navigating the Affordable Care Act
February 26, 2013
2:00 pm - 3:30 pm EST
by Nexidia Inc.
Healthcare organizations are going through unprecedented
transformational changes and reforms. To keep up with these changes,
companies need to support a new business model in which they focus on
consumerism. For example, the establishment of state exchanges will
require healthcare companies to shift their business practices from a
predominately group model to an increasingly individual focus. Industry
changes like these will force companies to focus on and measure customer
experience if they want to maintain and increase membership.
The new rules also introduce more challenging compliance regulations and bring
mandates for managing administrative costs, including customer care costs, in
ways not previously seen by the industry.
The key to navigating
these changes and being able to respond quickly lies within information already
being generated – the interactions coming into your company. Interaction
Analytics allows you to organize and analyze the data contained within these
interactions in order to enact meaningful change. Understanding why
members contact you, and how you handle their inquiries, gives you direct
insight into the member experience. The analysis also generates
opportunities for reducing operational costs, improving compliance and further
understanding the needs of a changing market.
In this webinar you will learn:
- What is Interaction Analytics
- Why Interaction Analytics is the trusted data
source for many healthcare organizations
- How the application of Interaction Analytics can
organize the topics driving contacts into your organization, giving you a
starting point for analysis
- How Interaction Analytics applies empirical
analysis to help organizations quantify where to focus change as it relates to
the Affordable Care Act
- How to get started using Interaction Analytics
Join us on February
26 to learn how you can build your healthcare analytic foundation.
Jean Patrick, General
Manager Healthcare Practice, Nexidia.
Jean is an accomplished executive with over a decade in leading the
design, development and delivery of healthcare and government solutions. As General Manager, she is leading efforts
focused on our healthcare strategy, business development and alignment of
product capabilities based on key healthcare reform initiatives. Jean
helps Nexidia customers maximize business value by leading solutions focused
- consumer directed healthcare,
- administration and cost
- increased member and provider
- compliance requirements
- executing on healthcare
transformation within a multi-channel environment
Mike Hutchison, Vice President of Professional Services,
Nexidia - Mike is a seasoned veteran with more than a decade of Contact
Center Management and Analytics Experience. Mike has led multiple analytic
engagements that have demonstrated substantial cost savings to healthcare
companies while increasing compliance and experience metrics.
The content presented in this webinar is solely attributable to the speaker and does not represent an endorsement by America's Health Insurance Plans (AHIP) of the accuracy of the information presented in the audio conference or any opinion expressed by the speaker.