Prepping for Healthcare Reform

For most Americans, 2014 marks the year the Affordable Care Act goes into full effect. But for healthcare companies, now is the time to prepare. There are more than 48.6 million uninsured people that will require coverage. Knowing that these people will have plenty of questions, healthcare companies nationwide are updating their contact centers and preparing their agents to handle the increased traffic.

Today we are seeing a great deal of activity as companies migrate from legacy to IP technologies, add new self-service menu options and update routing solutions to ensure people have fast access to the diverse set of information and agent services. Everyone is taking pains to train their staff on the new regulations and how each plan will best meet differing needs.

Read: Customer Service: Are You Using Your Customers As Your Lab Rats?

People need to feel safe and confident when it comes to choosing a healthcare or insurance provider, especially if it is for the first time. As these companies revamp their contact centers with an eye to ensuring trust, they understand that customer-facing technologies must work properly. Technical glitches – dropped calls, incorrect transfers or voice quality issues – can have costly repercussions. As they update their contact centers, the leading companies are going above and beyond to adhere to best practice project management and deployment methodologies. Ensuring technology is only one aspect of creating a reassuring experience, but one that a company can control.

Taking the Pain Out of Healthcare

There is no doubt that for some, healthcare issues can be confusing. A March 2013 poll conducted by the nonpartisan, nonprofit Kaiser Family Foundation found that 57 percent of Americans didn’t understand how they’d be impacted by the Affordable Care Act. Being able to have an informed, clear conversation with a knowledgeable agent will go a long way towards giving people the confidence they need to make such an important decision.

For more information about how to prepare for the implementation of the Affordable Care Act, take a look at this article: 3 Critical Steps to Prep Your Contact Center for the Affordable Care Act.

Contact Empirix today to discover how you can
preempt technology issues, ensure peak level performance,
and predict the smartest actions to take in order to
improve your business and delight your customers.

Written by Tim Moynihan – Tim on Twitter | Posts by Tim
Tim has been around the technology block. Over the years, he has provided product development direction and commentary on inbound and outbound voice communications solutions. He comes from an enterprise-focused background with an emphasis on quality across the network.

photo credit: Alex E. Proimos via photopin cc

2 thoughts on “Prepping for Healthcare Reform

  1. marieglancyhealthcare says:

    The single largest question we receive on a day to day basis in the health care industry is how health care reform will change current Medicare services.

    While in many cases it is too early to tell until reforms are completely implemented, the reform laws as they stand today do have one major boon… the closing of the doughnut holes.

    Many on Medicare fall into a coverage cap, or “doughnut hole”, which will slowly be removed under the new law. The gap will garduallly narrow until it disappears in 2020 allowing for greatly reduced out of pocket drug costs.

    Marie Glancy

    1. Holly Chessman says:

      Thanks for your thoughtful comments. It will be interesting to see what happens as time goes on.

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