What is the Role of a Contact Center in Improving Healthcare Outcomes?
Make Contact Centers Assistance Centers with Personalization, Automation and Process Guidance
Amardeep Modi, Practice Director
AmeriHealth Caritas is a national leader in health care solutions for people who are at a low-income level and/or are chronically ill. AmeriHealth is a provider of health insurance to nearly 260,000 employers and individuals. The company’s contracted hospital and physician network includes thousands of physicians at 76 hospitals throughout its service area.
With a focus on their members’ illnesses and experiences, AmeriHealth sought to simplify contact center operations to provide the most optimal service and experience for their members and employees.
Uniphore is helping AmeriHealth simplify contact center operations with real-time agent assistance, task automation all in a unified agent desktop to boost efficiencies and health outcomes. We integrated 10+ core systems into a single unified application and replaced a legacy case management application. The now integrated case management drives improved process compliance and SLA management across the workforce.
Member 360 view, interaction history, alerts, care gaps, and next best action are all benefits of the Uniphore solution. Real-time agent assist guides customer service representatives through the entire interaction and now dispositioning and after call work are automated saving agents a significant amount of time.
The AmeriHealth team is exploring ways to enrich the agent assistance with additional capabilities that can be seamlessly layered on top of their current implementation. They will remain committed to ensuring they are providing the best possible member experience by utilizing technology that simplifies the job.