DialAmerica Healthcare Solutions: XL Health Care Case Study

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DialAmerica
Healthcare Solutions:
XL Health Care
Case Study
Executive Summary:
XL Health is a disease management company dedicated to offering healthcare programs, services
and products to the underserved and those with chronic illnesses. These healthcare solutions
help people manage chronic illnesses such as diabetes and heart conditions.
For several years, DialAmerica has partnered with XL Health and is currently supporting their
Medicare Advantage Special Needs Plan for the chronically ill, Care Improvement Plus (CIP). It is
committed to delivering quality healthcare through a combination of medical coverage,
prescription drug coverage, health education and additional benefits.
This specialized plan requires a contact center solution that can handle not only the volume
from prospective members, from five different states, but understands complex healthcare
programs and has agents who can effectively communicate sensitive information. Additionally,
once prospects become beneficiaries of the plan, there is an on-going need to provide support
to the members and corresponding providers.
Situation/Objective:
DialAmerica needed to accomplish the following program objectives for the CIP:
•
Ramp-up a call center solution quickly enough to support five new markets while not
sacrificing the quality and care of new members and doctors
•
Help educate the chronically ill Medicare population and provider network on a new type
of plan in the area
•
Navigate members and prospects through the ever-changing healthcare compliance
landscape
•
Be able to forecast call arrival patterns for new members and providers
“This specialized plan requires a
contact center solution that can
handle not only the volume from
prospective members, but
understands complex healthcare
programs and has agents who
can effectively communicate
sensitive information.”
The DialAmerica Custom Solution
DialAmerica delivered a tailored solution by executing the following:
•
Created an incentive based program for agents. Excellent performance enabled the
agents to advance and earn more through additional duties.
•
Co-authored a specialized training program. Agents were on-boarded in a timely
manner and equipped with the necessary skills needed to handle the calls.
Healthcare Solutions
www.dialamerica.com/healthcaresolutions
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•
Presented and executed scalability plans. Customized plans ensure that service levels
could be maintained during fluctuating call volume periods.
•
Created repositories of feedback for the client. This enabled CIP to quickly learn of
and address issues faced by members and providers.
•
Drew upon past experiences. DialAmerica’s previous work in the Medicare space helped
ensure CIP was compliant with all Medicare Marketing guidance.
Results
MEMBER/PROVIDER SERVICES:
Calls Offered:
3,247,043
Service Level:
84.44%
Abandon Rate:
2.67%
Average Handle Time:
7.50 min
Prospective Member:
Calls Offered:
301,396
Service Level:
87.52%
Abandon Rate:
2.64%
Average Handle Time:
5.50 min
Verification (Inbound and Outbound Totals):
Calls:
105,553
Service Level:
88.22%
National Reach
• CALL CENTER LOCATIONS:
21
• WORKSTATIONS:
2,700+
• REPRESENTATIVES:
3,800
• AVERAGE NUMBER OF CALLS/YEAR:
100,000,000
Healthcare Solutions
www.dialamerica.com/healthcaresolutions