Industry Markets >Healthcare

The Connection has extensive experience providing outsourced contact center solutions to the healthcare industry. Our customized training and advanced technology ensures that our highly-trained agents will optimize your conversion results and deliver an unparalleled customer service experience. Trusted by many leading health insurance and pharmaceutical companies, we provide the experience, quality and operational efficiencies needed to help you lower your customer acquisition costs and improve your enrollment conversion rates. We handle it all - from enrollment to customer service - with the quality and dedication you expect from an award-winning industry leader.

We can provide you with:

Call Center Services
Some of the services that we offer to the healthcare industry include:

Healthcare Case Studies

Medicare Sales, Upsells, Enrollment  and Customer Service
History
The Connection provided inbound direct response call center services for one of the nation’s leading consumer life and health insurance organizations. This company is one of the leading providers of defined contribution benefit programs to the employees and retirees of corporate America.  This company offers a selection of health plans from nationally known and respected carriers.  The Connection provided dedicated / licensed insurance sales services for the Medicare enrollment period.

Company Goal for Outsourcing

• Inbound Call Center Services Including:
• Sales and Upsells
• Enrollment into Medicare Plans
• Customer Service and Support
• Increase Sales and Conversion Rates

Key to Success
The Connection provided a core group of dedicated/license life and health insurance sales agents to handle the call volume.  We hired and trained over 50 dedicated agents to cover the hours of operation and fluctuating call arrival patterns.

Tasks to Accomplish Success

• We provided a core group of dedicated/licensed sales agents in our new state of the art corporate call center!
• We partnered with our client to enhance their training materials to ensure a successful program
• CSR’s received intensive 5 week client product knowledge
• We assisted the licensed agents with gaining reciprocity to sell insurance for other states
• Managed the day to day details of agent sales conversions
• Tailored the sales approach to each of the client’s specific needs and desires
• Verified data and performed needs assessment
• Input prescription data into system to determine costs associated with different plans based on individual needs (verify Dr. is in plan)
• Used discovery questions to find a plan that is the best for them
• Presented a solution, enrolled customer and proactively prevented buyer’s remorse

• Provided value added services such as license reciprocity administration, background/credit checks, and finger printing.
• We accessed their computer systems to integrate the application (enrollment) process
• Answered product questions and enrolled beneficiaries into Medicare products
• Assisted callers with questions about Medicare products and how it works
• Adhered to all HIPPA compliance requirements

Summary
By providing a highly trained and seasoned team of dedicated/licensed insurance agents, we had the ability to effectively perform a needs assessment; present solutions based on those needs, and consult/sell them on a Medicare Plan. 

Inbound/Outbound Health & Life Sales Agent Program:
Our Client has partnered with various organizations who wish to endorse or sponsor their Medicare Part D Products to their membership.

The Connection was retained to handle inbound sales enrollment and customer service calls and make outbound solicitation calls to members of their Medicare Supplement partners to enroll them into one of the products offered by our Client. The Connection was to handle these calls as a standard enrollment prospect with one exception, co-brand our greeting.

System Features:
		CSR's receive intensive client training including gaining extensive product knowledge about Medicare Part D.
		Life and Health licensed insurance agents were utilized for this specific program.
		CSR's are 'incubated' for the first 6 weeks of the program, where they are heavily monitored and brought in for focus groups specific to areas they need additional training on.
		Our Client provided the following Web-based sites to support our agents with product and prescription information: - PDP Website - RX Look-up Site - Medicare Website - Pharmacy Look-up - Send New Brochure Website
		Training aids were extensively used to support our agents product knowledge: - Dual Capture Enrollment - Coverage Gap - Benefit Highlights - FAQ- General Information - Licensed vs. Non-Licensed Procedures
		CSR's followed specific rules for recording of the calls for later marketing analysis. We specifically wanted to know: - Did the contact receive our information in the mail and did they have any questions. - If they have already made a decision regarding their provider, who they selected and why.
		The Connection provided daily reporting detailing the inbound and outbound call results into daily, weekly and campaign to date by disposition and overall call categories.