The Affordable Care Act (ACA) opened the floodgates of the health insurance market. Millions of new and potential members had questions about plans, enrollment, and billing. Providers were also swamped with new visits, prompting calls into their insurers. One large health insurance company’s member population surged to 180 percent of its previous total. As a result, members called 390 percent more often than in the 12 months prior to the first open enrollment period under the ACA. The client turned to us to add trained experts and other customer support resources. We were chosen based on our breadth of expertise and solutions that serve the end-to-end customer experience.
As ACA-driven enrollment began to increase, it was critical that the client quickly scale its support teams, but it lacked the infrastructure and resources to do so. The organization also needed help streamlining its training process, as well as reducing hold times and documenting procedures.
We applied our recruiting, screening, and hiring experience to enable more than 100 associates to answer members’ and providers’ questions on eligibility and membership, claims status, benefits coverage, billing, and other inquiries. With our expertise in hiring and training new associates, we were able to reduce the training period by about four weeks. Also, by promoting real-time documentation, time management procedures, and other solutions, we reduced hold times and after-call work significantly.
We also built additional contact centers as call volume increased for the client. We brought a new 800-seat contact center on-line in Texas, as well as two contact centers in Kentucky and one in Florida, for a total of more than 1,000 associates. Additionally, we enabled the expansion of service hours to include weekends and evenings, and sometimes 24 x 7 coverage to support peak call volumes during open enrollment. In the new retail-oriented healthcare marketplace, this was a significant accomplishment.
The quick and efficient ramp up helped the client take in millions of new members while simultaneously improving first call resolution and member satisfaction. Several executives commented that we enabled their company to respond to unprecedented demand for support from their consumer member base through our responsiveness, operational excellence, and thought leadership in adding additional capacity and opening new sites.