Tustin, California (PressExposure) July 16, 2009 -- Ansafone Communications, a leading provider of contact center services announced today that it will launch a large multilingual blended customer care program for one of the largest healthcare plan providers in the nation.
Ansafone launched the inbound/outbound blended program to support the Health Plan Provider's 600,000 members. The program consists of a combination of both dedicated and shared agents with multilingual capability (English, Spanish and Vietnamese). Ansafone tailored their proprietary call center management process to take calls for the client's 'Access To Care' membership inquiries; manage call escalation of grievances and expedite appeals; document key aspects of call interactions; meet all service level requirements; provide confidentiality and HIPPA compliances; and manage disaster recovery/redundancy efforts. They also will provide the Health Plan Provider with detailed real time reporting and accessible recordings of all calls using web-based tools.
The outbound component of the program includes managing numerous membership outreach strategies such as welcome calls, membership retention, enrollment/eligibility campaigns, and Healthcare Effectiveness Data and Information Set (HEDIS) preventive care.
"We are pleased to be able to help this leader in their industry achieve its high-quality customer experience and significant retention goals," said Randy Harmat, President and CEO of Ansafone. "Ansafone's portfolio of process-driven service offerings deliver real and quantifiable value for our clients. Our deep domain knowledge developed through years of relevant experience, especially in the healthcare sector, allows us to customize solutions that fulfill each client's needs."