ATTENSITY PART D ANALYTICS
As the American population ages, the strain on the American healthcare system continues to mount. In an effort by Medicare to improve services and provide a complete offering, American seniors are faced with more choices than ever. Knowing what benefits and providers to choose is half the battle. Once seniors are enrolled in a plan, navigating the process can be daunting. So how can Medicare and its partner providers improve customer satisfaction, ensure that issues are understood and handled and that problems don't grow into catastrophe? Listen to seniors...listen to the customers of the program and use this information to drive improvements in process, services and customer satisfaction. But how?
When seniors interact with Medicare and its partner providers to sign up for or switch to another Part D plan offering, they do so via customer service agents or the web. In addition, they provide feedback in surveys. This very information contains the keys to identifying emerging issues, uncovering service problems and understanding the challenges seniors face when navigating the system. The problem is that up until now, this information, especially the unstructured data in the form of CRM notes, emails, correspondence, and other documents, has been laborious to review in its raw form, and nearly impossible to aggregate into meaningful reports in a timely manner.
Attensity's Part D Analytics is a solution that enables analysts who support decision makers at CMS, the sponsor organizations and the pharmacy benefit management firms, to rapidly identify issues, understand problems and drill deeper to understand root cause so that action can be taken. The cornerstone of this solution is Attensity's Voice of the Customer (VOC) application which automatically analyzes valuable information that comes directly from the customer and is captured during customer interactions. The solution includes analysis templates that an analyst can use to rapidly identify emerging issues and exploration and reporting applications for drill down to understand the root cause of the issues. With Attensity Part D Analytics, identifying and fixing issues before they reach the complaint process can result in less calls or emails. In addition, customer satisfaction is boosted while lowering total cost of operating the contact center resulting in a reduced total cost of ownership.
Answer questions like:
- Are the root causes of customer problems obscured though inaccurate and general issue coding in the CRM application?
- What program processes are generating the most issues and why?
- Can dis-enrollment be prevented by better outreach and communications?
- Are there issues we can identify early and mitigate problems for large amounts of seniors?
Features
- A core semantic based engine – Attensity's patented Exhaustive Extraction™ automatically finds issues in your unstructured data and turns those issues into digestible analytics in the Attensity Exploration and Reporting applications
- Exploration capabilities that enable analysts to dig through beneficiary feedback data to find issues without having to define them prior to discovery
- Alerting features that let users know when issues are rising at a rapid rate
- The ability to detect and flag records from possible fraud
- Tools for easy integration with your existing Customer Relationship Management, Case Management, Knowledge Management, Investigation, and Audit applications
- Robust handling of "noisy" input, such as poor grammar, misspelled words, shorthand and unknown terms
- A turnkey, COTS solution that is easy to implement and deploy across sites and for larges numbers of users
Benefits
- Pinpoint Issues with Medicare Part D business processes
- Examine Reasons why members call
- Reveal member's CMS grievances
- Reduce overall CRM costs Improve customer service
- Identify issues before they become public
With the next Part D enrollment season fast approaching, how are you going to improve your customer satisfaction scores, reduce dis-enrollment and get ahead of the competition? Let Attensity Part D-Analytics show you how.
