Meeting the Challenge
Customer service programs should align member needs with providers and services, and address a number of organizational priorities, including operating efficiency, patient access, and patient satisfaction. The challenge is to efficiently maintain call center staff and patient-centered technology that is responsive to the diverse requirements of members and providers – maximizing the value of every interaction and building trust.
Valence Customer Service Representatives are responsive and proactive – giving members and providers the information they need to make informed decisions while offering outstanding service that supports high satisfaction levels with the health plan. On inbound calls and with outreach programs, we understand how a personal touch and the right level of information can improve recruitment, increase retention, optimize utilization, and elevate satisfaction.
We deploy comprehensive call center solutions that are customized to health plan goals. A highly-trained staff and state-of-the-art call center technology can be integrated with care delivery systems and aligned with performance goals.
Unite people, information and processes.
Valence brings together a bilingual staff, advanced information systems, and call center processes to manage all health plan transaction items for members and providers. Our problem-solving Call Center staff receives extensive training at the implementation of any new program including a detailed review of benefit plans, covered and non-covered services, provider network, provider reimbursement, client-specific programs, and key client contacts and resources.
Build patient relationships.
Valence clients, that use our Customer Service team, receive high marks on the CAHP surveys. We provide patients with answers and information in a caring, courteous manner that advances the member-provider relationship and increases participation. Our staff is cross-trained to handle a wide range of issues, and to provide answers based on client need. A focus on education and understanding effect positive outcomes from each call – for higher levels of satisfaction from members and providers.
Utilize member outreach programs.
Call center programs can be designed for defined patient populations to encourage the utilization of medical services when they can be most effective. Outreach can extend to welcoming new members; providing personal reminders based on life events, such as a new baby; or understanding the causes of disenrollment from the health plan.
Call Center Services are available for Member & Provider Inbound Call Center and Member Outbound & Outreach.