83%

Use the telephone to contact their healthcare insurance provider about bills, claim status benefits coverage, or health issues. 47% use email and 31% use the mail (including 27% of millennials).

72%

Would prefer that their healthcare insurance provider use omnichannel communication (web portal, live chat/instant message and two-way video) to communicate.

49%

Provider executives now consider “customer experience” as a “top strategic priority”.  81%  Payer organizations are investing in “member experience” technology.
Source: Connected Patient Report

What Are the Most Important Issues in Healthcare Communication Today?

Consumers now drive healthcare conversations, as the Internet and social media provides answers (both factual and mythical) to once-mysterious matters of personal health.
Most people who have health insurance primarily communicate with their health insurance providers via the telephone, but nearly 3/4 of Americans think it’s important that their provider uses web portals, live chat/instant message or two-way video.

Research suggest that getting factual information directly to the interested party promotes better health and leads to better health outcomes.

As a health care insurance provider, you need to provide clear, concise, updated information to your customers through as many channels as possible.

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Communication

Communication in Healthcare Morphs From B2B to B2C

Digitization and customer communication channels in healthcare

Healthcare spending drives about a fifth of the US economy. The Affordable Care Act was a game-changer, as tens of millions of new customers entered this market -- essentially shifting insurance company communication and marketing from B2B to B2C.

The challenges are diverse. The opportunity is immense.

Providers have to cultivate new customer communication channels and understand these new prospects and customers.

Do you have what it takes? Compart can help ensure that you do, click here

Customer Experience

The Importance of Customer Experience in Healthcare

Customer experience in healthcare matters - Patient communication on all channels

For a very long time, “Customer Experience” in the healthcare industry simply meant making sure that patients left the hospital in better shape than when they arrived. The prevailing attitude was that the job was to make patients healthy, not happy.

More recently, Customer Experience was all about getting patients to show up for appointments and maybe keeping them engaged in their after- care programs so they stayed healthy.

The target audience were patients and their primary care givers (more often than not moms and wives), not customers.

These days, the tech-enabled, information-aware and choice-oriented patient is very much a “customer.” And you better treat them that way. Customer Experience matters.

Ask yourself: am I creating meaningful experiences for my increasingly device-enabled, digitally dialed-in customer?

Omni-Channel-Communication

Omnichannel Communication Yields Better Health Outcomes

Omnichannel communication improves customer experience

The key customer touchpoints are the statement (EOB, etc.) and the customer call center.

Ensuring that everyone in the company has a customer-data-first focus – measuring everything in order to improve the experience, reducing friction and optimizing the customer journey each step of the way, with full transparency -- is the most important function of the entire enterprise.

Thus, tightly align your document output strategy with your business needs. Studies show that when patients don’t feel engaged in their own healthcare, the results suffer; with so many technology channels to drive customer communication, the industry must learn how to be strategic in how they’re reaching their patients to yield better outcomes.

This is the importance of a great customer experience and great customer communication. Compart can help you improve the customer experience each time you communicate.

Compliance

Compliance

Regulatory compliance solutions for healthcare industries

In the US alone, approximately 23,000 regulatory measures are proposed annually across industries, according to LexisNexis. In fact, 42% of executives expect the size of their compliance teams to grow as regulations proliferate state by state. Because of the nature of insurance policies and pricing, consumers have relatively little information about the quality and comparative cost of insurance policies. Regulation is needed to ensure that consumers have access to information that is necessary to make informed insurance purchase decisions and to compare prices.

Regulatory compliance can slow down a business unless automation improves the efficiency of the process. It might be best to think of regulatory compliance in the positive: customers trust companies that are compliant with regulations and prefer to do business with them. A company’s commitment to respecting ethical codes is good for its brand and can boost consumer engagement by as much as 40%.

Digitalization

Digitalization

Digitalization in Healthcare - digital solutions like digitization of documents

If Amazon needs to have a more complete view of each patient, so does the healthcare industry.

Healthcare generates many different kinds of data. Pre-visit questionnaires, post-visit surveys, HR-related data such as peak days and times, data on patient wellness habits and lifestyles. Thanks to data analysis, offices can be appropriately staffed, preventative measures can be prescribed and healthcare plans can be personalized,

The complexity of digitizing the enterprise ― knowing how to navigate the many intersecting rivers of data and documents with digital technology, capabilities and infrastructure – may be the most daunting task facing CIOs of healthcare payment providers. You can’t achieve true digital transformation by just adding a working mobile app.

Digital solutions can’t simply be bolted on to your business. Integration is the key.

A whopping 94% of healthcare executives said in a recent survey that they plan to implement smart technology in their organizations.

Smart beds, wearable technologies, robots that can monitor a patient without needing a human being in the room…the possibilities are endless—and endlessly complex to monitor, store, analyze and utilize.

Life or death can come down to someone on a telephone or a web portal needing important data or a specific document to refer to in order to make a healthcare decision or recommendation.

Documents are data in action. At the end of the process, documents are basically data points displayed, printed or mobilized.

Just as you need experts for robotics and analysis, so too do you need expertise on data and document

It's that Easy to Solve Industry-specific Challenges and Take Advantage of them

Digital First Approach

The first priority for traditional insurers should be to stimulate a culture of innovation and to have a” digital first” approach.

Customers and employees need to be able to interact in real-time through digital channels.

Compare Documents

In the omnichannel world, Quality Assurance solutions need to compare documents that are to be rendered in every channel: print, mobile, web, social…in order to comply with state by state regulations.

Don’t leave your document quality to chance. Reap the benefits of an automated quality assurance. We can show you how.

Automated Document Checking

Implementing Tests

You need to be able to test for both intended and unintended changes, even exposing issues not clearly visible but potentially problematic…down to the pixel level. Since you don’t make a cent by complying with regulations, QA needs to be fast so you can get back to business.

Centralized Document Output

Document creators can send their customer communication directly from their PC to a centralized production print center or Archive. Empower your agents in the field. Save time and money—and your brand equity.

Omnichannel Now

A majority of insurers are still working their way up to omnichannel, according to Aite Group. Many are focused on developing digital tools customer for education, marketing and claims management.

Struggling organizations often cite the challenge of legacy systems not directly linked to their online applications and need to bridge the gap between the old, print-centric world and the new, omni-channel world of document output processing. How can Compart software solutions help your omnichannel communication initiative?

Click here

Channel-less Tomorrow

The future will be channel-less – leading to a more of a continuous workflow in the communication process. Consumers can begin online, move to another device at some point in the process, and even have an agent pick up where they left off if they get stuck.

Compart has long believed that it is the content that matters, not the format or the way the content is viewed.

Ask us

Application Scenarios

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Powerful Software Replaces Manual Processes

Objective

With a large volume of data and a relatively small team, this insurance company relies on powerful software for digitization, optimization and standardization of of core communication processes. The company expects to be fully converted from paper to digital by 2020.

Solution

Automate the handling of statements for optimal printing, record-keeping and archiving. Compart DocBridge® enables the automated analysis, sort, merge, stack and process. If the document is to be e-mailed, the system validates the name and the mailing address. Only then is electronic delivery considered secure.

Use
  • Analyze all documents and prepare them automatically for both electronic and/or physical mailing
  • Eliminate human errors
  • Significant cost savings through optimizing postal discounts
  • Eliminate manual processes, saving the team 2 working days

Speed Matters

Objective

Approximately 10,000 employees access more than 200 million policies, damage reports, and letters, etc. for processing. A critical factor for the enterprise is processing speed.

Solution

To safeguard against delays or failures, the insurance group built its Document Management system using DocBridge® Mill Plus for powerful conversion of high-volume files from any format to any format on the fly.

Use
  • One of the strengths of DocBridge® Mill Plus is the ability to handle high-volume files easily, which in turn ensures speedy and uncomplicated access.

Benefits

Reduces Costs

As budgets are generally a constraint in IT and elsewhere, it makes sense to reduce the cost of every single transaction. Transforming documents in batches is efficient as well as effective.

Integrate legacy with the New

Don't throw the baby out with the bathwater. APIs help to integrate the latest technology with legacy systems as you phase out the latter over time.

Enables personal and proactive responses to customer needs

The role of technology is to imitate and extend human dynamics with machines and devices. AI and robotics are rapidly developing and our technology complements their efficiency.

Provides a sharp competitive advantage

At the end of the day, what separates one provider from another is not product or even price, but rather the customer experience.

Solutions

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