A call for better member service and patient assistance.
Cost-effective outbound alerts can reduce live agent call volumes by proactively providing customers with the information they need.
ICT Group’s cost-effective outbound alerts have specific applications for healthcare and pharmaceutical companies and can be delivered through phone, e-mail or text messaging.
Just a few of the cost-effective ways to use this technology are:
- Enrollment status updates
- New member welcome, orientation and follow-up
- Coordination of benefits
- Routine testing and preventive screening reminders
- Promotion of health and wellness check-ups
- Personalized, proactive outreach supporting Medicare Advantage, Medicare Part D, prescription drug plan opt-ins, HEDIS and disease management programs
- Member satisfaction surveys
Outbound alerts can also be used to cross-sell additional brands or encourage changes in behavior or prescription arrangements. Applications include:
- Plan surveys
- Brand-to-OTC generic or preferred switching
- Prescription home delivery confirmations
- Prescription refill reminders
- Auto-refill sign-up and reminders
- Prescribed medication reminder alerts
- ID card receipt verification
- Flu shot reminders
- Immunization updates
For Medicare plans, you can use outbound alerts for:
- Enrollment support
- Welcome orientation and member retention/satisfaction
- Benefits explanation
- Enrollment form confirmation and status update
- Medication Therapy Management (MTM) outreach