Attensity Solutions for the Healthcare Industry
Voice of the Patient, Insurance Analysis, and Operational Excellence
In this dawn of a new administration that is aiming to encourage broader adoption of health information technology, and healthcare executives who are focused on leveraging technology to gain cost control in their contact centers, the opportunity for improvement is abound. As plans, fee structures, and coverage is dynamically changing, consumers feel confused and insecure about their plan, their coverage and benefits. Your customers’ confusion equals increased customer interactions flooding your website, member portal, and your contact center. You need more intelligent technology to operate more efficiently and master the incoming data floods as well as the wealth of customer data assets you already have in your core systems in order to market more innovative and personalized health plans. Your customer engagements represent your treasure trove if you know how to capture, analyze and act on these hidden insights contained in your customer interactions.
Attensity: Transforming customer engagement into corporate bill of health
You’ve long realized that healthcare consumers like to engage at different levels and across different touch points. We help you to listen to your physicians and health consumers’ unfiltered sentiment and unstructured verbatims, thereby improving research and ultimately, ensuring better and more personalized medical services. This data already resides within your organization and is incoming across many channels:
- Company website & member portals where customers email, comment and make suggestions, offering specific issues, symptoms and consequences
- Millions of blogs and health focused community sites, e.g. what are they saying about your plan? Are they reporting adverse reactions to new drugs/treatments?
- Online healthcare market places like American Well
- Claim forms
- Physician notes and professional physician portals
- Health and medical news sites like Web MD or MedicineNet
- Medical news publications
- Consumer health information organizations like A.D.A.M.
- Your contact center, e.g. call center notes
- CRM and other proprietary databases
- Surveys
Attensity: Pay for performance and healthy returns
Attensity’s intelligent applications – like Attensity Voice of the Customer - captures this wealth of unstructured health consumer and physician feedback, analyzes it and delivers actionable insights that allow you to drill down to the product/program/member level to see what works and what calls for immediate action.
Attensity Cloud analyzes the market buzz around your products/member portals as well as your competitor’s found in online health community and discussion forums, online product/plan reviews and comparisons and countless consumer health and social media sites.
Attensity Respond can help you automate up to 100% of your inbound and outbound customer communications in your contact center. Your productivity will dramatically improve as your customer representatives are now able to efficiently and expertly provide personable answers to the growing number of emails, letters, faxes and SMS messages that you’re actively soliciting from your consumers consulting your member portal, for example. You have full visibility and control over all outbound customer communications while being compliant.
At the same time, improve customer service and multichannel sales by empowering those health consumers who prefer to self-serve. Attensity Service makes sure that your agents tap up-to-date product information, delivering operational efficiency and better customer service through continuously updated knowledge bases and easy-to-use member service portals, enabling members to research benefits, file claims and change physicians. You can also provide your clients with information drawn from external sources.
Attensity Discover enables your employees and your customers to search, analyze and ask questions of your content. News and other content is automatically aggregated and pushed to users based on their personalized profiles, information is also accessible for research related to risk, compliance and other corporate issues.
