Guiding Smarter Interactions in Healthcare – Learn how healthcare call centers are gaining a competitive edge and responding faster and with greater accuracy using Synchrony. By guiding every representative to focus on the patient/member experience rather than complex, laborious internal processes, every conversation can be personalized to build customer advocacy while reducing overall costs.
Healthcare Advocacy Firm (Read the story)
The nation’s leading healthcare advocacy and assistance company uses Synchrony to assist “Advocates” in bonding with members in a caring, connected, and emotional way. Advocates are nurses, insurance specialists, or even doctors and they assist members in weaving their way through the complexities of the US healthcare system. Synchrony presents all of the content and resources that Advocates need to access from a single desktop. They are able to maximize time on the telephone with each client rather than going through time-intensive customer look-ups, interaction history, and content research. Productivity increased 50% while training time dropped dramatically. Plus, Synchrony’s scalability supported the firm’s uncharted growth.
Provider of Home Health Care and Hospice Services
Taking the “house call” to a new level, registered nurses and specialists proactively call patients who were recently released from a hospital in an effort to keep them home and healthy. In these outreach calls, the employees ensure that patients are following prescribed treatment plans, schedule follow-up doctor’s visits, and answer questions. The result: dramatically fewer trips back to the hospital saving dollars for the taxpayer (Medicare and Medicaid) and better health and lifestyle for the patient and loved-ones. Synchrony is the hub for this outbound and inbound center, managing contacts and histories, and providing over 200 guides to assist employees through the complexity of diseases, health conditions, and treatments, etc.
Third Party Administrator (TPA)
This forward-thinking TPA believes its plan members deserve to talk to a live person—not cold and irritating technology—who is well-equipped to answer their questions. They use Synchrony to connect callers and agents, and the desktop gives the agents instant access to the appropriate plan, systems and applications. Intelligent agent guidance, with over 150 unique guides, leads agents to deliver consistent, accurate, and efficient service.
Employee Wellness Program
A large global enterprise uses Synchrony as the technology platform for its self-health-promotion program. Aimed at helping employees improve their health and thereby further optimize the well-being of the workforce, this program is also helping to lower healthcare costs. Synchrony powers the multi-channel contact center, provides process automation and intelligent agent guidance, and comprehensive reporting and analytics.
Guiding Smarter Interactions in Healthcare Reform
– This e-book examines the challenges healthcare organizations face with Accountable Care Organizations, Medical Homes and Global Payments and how Cincom Synchrony can help.
The Last Mile (Health Plans)
– This e-book discusses how focusing on the “Last Mile,” that final connection between the member and your organization, will ensure that you can move members from being “unsatisfied customers” to “loyal advocates” for your organization.
Engaging Patients as Consumers
– Join Brian Flagg, Cincom Customer Experience Management Solutions and Robert Hoyt, Healthcare Solutions Executive for the North American IBM Software Group, for an exclusive look at how to address the new competitive forces in healthcare through improved customer experiences.
Cincom and IBM: guiding smarter interactions– Learn more about how Cincom Synchrony is addressing the needs of the healthcare customer through our partnership with IBM.