Insights

A customer centric payer model is critical to sustaining growth, optimizing healthcare outcomes, and driving operational efficiencies. A recent Forrester survey found 37 percent of marketing decision-makers see improving customer experience (CX) as a critical priority for them in 2017, second only to growing revenue. In a 2016 Temkin Experience Ratings, which grades companies across different industries on the basis of customer experience, health plans were rated lowest of all 20 industries evaluated. As it stands, members have a difficult time getting consistent claims information. And with the rise in individual members and high-deductible plans, this component is more important than ever.

Providing clear information and appropriate levels of service and support to answer customers' questions is paramount to an excellent consumer experience. Advances in Internet of Things (IoT), artificial intelligence (AI) and machine learning (ML) are beginning to have a notable impact on mainstream business operations, and will play a significant role in shaping the customer experience in the payer industry going forward.

Mobile will become an increasingly dominant interaction channel in payer segment and now can be accessed through increasingly varied types of devices (including those described as "Internet of Things"). As a JD Power report recently put it, "health plans need to take a more customer-centric approach and keep their members engaged through regular communications about programs and services available through their plan. When members perceive their plan as a trusted health partner, there is a positive impact on loyalty and advocacy."

Vee Technologies payer solutions enables payers to achieve this level of trust and loyalty from their members.

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