Industry Markets >Healthcare

The Connection has made a solid commitment to the pharmaceutical/healthcare industry by designing a highly customized teleservices training and quality program.  We work hand-in-hand with many leading pharmaceutical and health insurance organizations, catering to the senior marketplace.  With over 27 years of award-winning call center experience, we will proactively exceed your business objectives and goals through our superior account management, HIPAA Compliance trained agents and state-of-the-art technology.  We can provide you with:

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

Healthcare Case Studies

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.

System Features:
		Life and Health licensed insurance agents are utilized for this specific program.
		Identify and implement program into call centers, starting with our Carlsbad, New Mexico and Holdrege, Nebraska facilities.
		Set-up and maintenance of 800 numbers (both The Connection owned and Client owned).
		Develop and program scripts and reporting.
		Answer phone in customized manner with live operators for both initial calls and "boomer-rang" callers (24 x 7, 365 days/year).
		Live Operator qualifies callers' insurability by asking a scripted set of questions. The system will generate a score categorizing caller's "temperature" as hot, warm, cool.
		Handle capturing name, address, telephone number and email address.
		Transfer qualified callers to Client call center using scoring algorithms.
		Schedule call back times for those that need them and/or send fulfillment requests.
		Monitor agent performance and program statistics.
		Provide transfer of caller data via fax or modem to client or chosen fulfillment vendor.
		Provide client with daily standard and custom reports.
		Provide client with downloads throughout the day.
		Provide client with full or partial Wygant stations for listening to recorded calls.
		Provide detailed reporting regarding specific offer conversion rates in addition to standard ACD reports that include: total calls, service levels, abandon rates and average speed of answer.