www.acqueon.com Open in urlscan Pro
2606:4700:20::681a:9ce  Public Scan

Form analysis
2 forms found in the DOM

GET https://www.acqueon.com/blog/

<form role="search" method="GET" id="searchform" class="searchform" action="https://www.acqueon.com/blog/">
  <div>
    <input value="" name="s" id="sar" type="text" placeholder="Search Blog">
    <button id="searchsubmit" type="submit"><i class="fas fa-search"></i></button>
  </div>
</form>

https://go.acqueon.com/l/792493/2021-01-18/31jz9

<form action="https://go.acqueon.com/l/792493/2021-01-18/31jz9" class="pfah-form">
  <div class="pardot_cmnt" style="position:absolute; width:190px; left:-9999px; top: -9999px; visibility:hidden;">
    <label for="pardot_extra_field">Comments</label>
    <input type="text" id="pardot_extra_field" name="pardot_extra_field">
  </div>
  <div class="formFieldWrap">
    <input type="text" name="email" id="email" class="text" size="30" maxlength="255" onfocus="" required="" placeholder="Your Email">
    <button class="submit" type="submit" accesskey="s" value="%%form-submit-button-text%%" %%form-submit-disabled%%="">
      <svg version="1.0" xmlns="http://www.w3.org/2000/svg" width="12" height="12" viewBox="0 0 12 12" preserveAspectRatio="xMidYMid meet" fill="#fff">
        <path d="M0 0 L6 0 L12 6 L6 12 L0 12 L6 6 Z"></path>
      </svg>
    </button>
  </div>
</form>

Text Content

 * Subscribe
 * Contact Us

 * Privacy Policy
 * Subscription Agreement
 * End User Licensing Agreement
 * Patents
 * Licensed Patents

subscribe


FUTURE-READY HEALTHCARE PAYORS: MAKING PROACTIVE MEMBER ENGAGEMENT A PRIORITY

Dec 10, 2021 | Back To Blogs

(Edited July 12, 2022)

The impact of technology, Internet of things (IoT), medicare regulations and
inevitable cultural shift from cost to consumers in today’s healthcare
environment have brought more purchasing power to individuals, when it comes to
health insurance.

To acquire and retain this newly empowered consumer base, which has access to
countless consumer-first health plans and tools that allow consumers to compare
the cost, benefits, deductible and out-of-pocket maximum, health care payors
must react and reorganize their business models. They require a much higher
level of technological adaptability and operational efficiency not only to
overcome the challenges, but to provide the new and existing members with a
superior omni-channel, contextual and personalized experience while managing
administrative costs and challenges.

According to PwC, if healthcare payors want to succeed in today’s competitive
environment, they need to meet the strong demand for more consumer-centered
digital experiences that help members control their spending and improve their
own health, especially when global healthcare spending is on an “unsustainably
high” upward trajectory right now. This puts tremendous pressure on payors to
develop an engaging digital experience for members to produce high-value
outcomes with minimum resources.

According to the 2019 annual North Highland Beacon Report, 84 percent of leaders
among health payors indicate that delivering exceptional customer experience is
their top strategic priority, but there is a disconnect with the majority not
feeling prepared to address the priority


EYE OPENING FACTS ABOUT MEMBER ENGAGEMENT & MEMBER/PAYOR EXPERIENCE

 * 65% of consumers have cut ties with a brand over a single poor customer
   service experience.
 * According to studies, typical insurer’s customer communications are 90 to 99
   percent sales-focused and only 1 to 10 percent service-focused.
 * Satisfied customers are 80 percent more likely to renew their policies than
   unsatisfied customers.
 * More than 90 percent of insurers worldwide do not communicate with their
   customers even once a year.
 * Research by Prophet found that 81 percent of consumers are unsatisfied with
   their health care experience, and the less they interact with the system, the
   happier they are.
 * 72% of consumers say their engagement experience with both providers and
   health plans hasn’t improved—or has worsened—over the last two years.


MAJOR CHALLENGES

Shifting relationships – The payor-provider relationship is changing. Instead of
the traditional model of simply reimbursing services rendered, today’s payors
and providers are moving towards financial collaboration and risk sharing, such
as incentivizing providers based on quality, outcomes, and costs. This
completely redefines their relationship and it is yet to become clear how
healthcare payors can offer their healthcare provider partners a more
customer-like experience.

Communication barriers – There are many daily touchpoints where payors and
providers interact with each other! Any friction in communication, in terms of
inconsistent or conflicting data input and hesitation to share information real
time, is a barrier in creating a data-driven payor solution, indirectly
impacting the members’ experience.

Growing financial burden and expectations – Costs of healthcare continue to rise
and more of the financial burden of healthcare is placed on the shoulders of
consumers, either directly or indirectly. As a result, they expect healthcare
payors to connect with them on a personal level, provide more information and
better tools to find the right coverage and help them to save money.

Lack of control – Most consumers come with an employer-based health insurance
model and this means that most end users have little to no say in their
insurance plan. Actions by health insurance companies certainly add to this
discomfort and consumers in general are frustrated by their overall experience
with their health insurer.

Lack of trust and personal touch – Consumers want to be treated like people, not
policy numbers! They want their health insurer to connect with them as a
trusted, personal advisor who can educate, but not overwhelm them with
information and choices. The only way to gain trust is to understand individual
consumers.

The need of the hour is a unified platform that can enable payors to build and
nurture continuous, meaningful engagement with the members, providing
contextual, emotionally connected healthcare support throughout their healthcare
journey. Here is where Acqueon comes in.


HOW ACQUEON SUPPORTS HEALTHCARE PAYORS WITH PROACTIVE MEMBER ENGAGEMENT

Aqueon’s AI-powered Conversational Engagement Platform enables healthcare payors
to acquire and retain today’s tech-savvy consumer base with a highly
personalized, frictionless healthcare experience. Our omni-channel,
inbound/outbound engagement platform offers a better payor participation in
their healthcare journey, ensuring significant cost-efficiency, transparency and
better care from provider networks. We help them create stronger and
longer-lasting relationships with members and healthcare providers alike.
Healthcare payors can now be a customer-centric organization that provides
high-quality customer experience with minimal resources and low operational
costs.

 * Multimodal campaigns with email/SMS trigger and auto scheduling for
   preemptive care communication and wellness updates
 * Personalized outreaches based on preferred channel and time/day of every
   contact.
 * Call-back management to avoid long queues that significantly reduce patient
   frustration
 * Frictionless pre-registration hospital processes, easy claim filling and
   claim status updates with minimum agent intervention
 * Automated updates on reimbursement payment updates, or plan enrollment
   deadlines.
 * Increased contact rates by orchestrating and executing highly targeted and
   personalized outbound communications campaigns
 * Full customer journey visualization for the agents with context and
   recommendations for next-best action
 * Ability to automatically routing incoming calls to the agent(s) most suited
   to handle the member’s needs.
 * Centralized list management for inbound, outbound and blended contacts
 * Integrated contact monitoring and digital voice/screen recording and
   real-time analytics
 * Advanced options such as appointment setting, automated messaging, virtual
   agents etc.
 * Regulatory Compliance for DNC and consumer privacy and protection
   legislation; in-built data privacy and compliance tools.


ACQUEON IS ON A MISSION TO TRANSFORM THE FUTURE OF MEMBER AND PATIENT ENGAGEMENT

Acqueon is committed to our bold vision; to help patient and customer-obsessed
organizations fuel growth through powerful, trusted conversations. Delivering
exceptional, , 5-star, end-to end member and patient experiences help Payors and
Providers stand apart from a sea of competitors all vying for attention. With
omnichannel (voice + digital) outbound campaign management and campaign
orchestration, Acqueon gives Healthcare Payors and Medical Providers a
360-degree view of the patient/member relationship and provide delightful and
personalized experiences across all communication/interaction channels.


MEMBER & PATIENT ENGAGEMENT CAPABILITIES MODERN PAYORS NEED TO OFFER


OFFER THE RIGHT CUSTOMER EXPERIENCE – ANYTIME, ANYWHERE

With Acqueon’s built-in AI model, agents get to deliver the right message at the
right time to the right customers. When the dialer connects the agents with a
member, the agents will have contextual understanding of the member’s full
journey right at their fingertips. This helps your agents become more engaging
and conversational with your members in order to maximize the potential of every
conversation, improving the conversion and retention rates.


TAKE THE LEAD ON EVERY AGENT-MEMBER INTERACTION

Integrated with the customer database and CRM, Acqueon solutions can enable you
to improve your lead conversation ratio based on time zones. You will run more
successful outbound campaigns by targeting select subsets of your membership and
complying with their unique contact preferences. You can also capture queries
and any other customer-facing information through multiple channels while
tracking response rates and automatically updating the records. Intelligent call
routing increases agent productivity and member satisfaction by automatically
routing incoming calls to the agent(s) most suited to handle the member’s needs.


RISK MITIGATION AND PROACTIVE HEALTHCARE

Acqueon pinpoints members with serious health risks and assign them to targeted
campaigns. It then determines the members’ preferred channel/time/date to
contact them. It can also automatically send doctor’s appointment reminders,
prescription refill notifications and so on to ensure member compliance with
healthcare provider treatment plans. This keeps your members healthier and helps
mitigate preventable health issues and any associated care costs.


PREVENTIVE CARE AND HEALTH UPDATES

Our dynamic campaign orchestration capabilities allow your member interaction
teams to send targeted communications to specific individuals to help them
improve their health. You can create multimodal campaigns with email/SMS trigger
for preemptive care communication, wellness updates and lifestyle tips to
at-risk patients like someone with diabetes or blood pressure. For high blood
pressure members, Acqueon can automatically send articles on healthy eating
habits. With senior members, for instance, the system can send information on
proper techniques on walking for exercise.


HARNESS OUTBOUND AND SELF-SERVICE CAPABILITIES

Acqueon’s outbound messaging and text-to-speech tools guide agents to engage
members whenever and wherever they are needed the most. Whether initiating
requests or delivering confirmations, you can also transfer the calls to agents
or leave automated messages with call-back options. Acqueon ensures frictionless
hospital processes, easy claim filling, claim verification, reimbursements,
enrollments, timely payments and other clinical support with minimum agent
intervention.


UNIFY ORGANIZATION-WIDE COMMUNICATION ACROSS SITES

No matter the size or type, every healthcare business thrives on operational
efficiency. Acqueon helps you to create a unified communication ecosystem for
transformational inside-out experiences. The centralized ecosystem maintains a
highly refined and flexible calling list that reflects up-to-date member status,
policy and payment details etc. Whether inbound or outbound communication, our
next-generation solutions ensure smooth interoperability that leads to
effortless patient and agent experiences. Our asynchronous and real-time tools
allow you to manage multiple sites from a centralized location.


SERVE WITH WORLD-CLASS REGULATORY COMPLIANCE

Acqueon ensures an ongoing regulatory compliance to TCPA, Do Not Call List, GDPR
and industry guidelines. It helps banks keep track of these restrictions so the
dialer and the agents avoid unnecessary infractions. Mobile phone numbers are
automatically removed from calling lists when they appear on the Do Not Call
List and outbound dialing automatically restricted to approved calling hours.

Back To Blogs

Share This Post:


SUBSCRIBE TO OUR BLOG

Comments


Thank you for Subscribing!

Something went wrong, please try again!


RELATED POSTS

PROACTIVE PATIENT ENGAGEMENT IS A MUST FOR MODERN HEALTHCARE PROVIDERS

(Edited 07/12/2022 to update use case/success story data)5-Star service &
quality patient experiences shouldn't be a luxury and patients expect...

Read More

HOW HEALTHCARE PROVIDERS CAN REDUCE PATIENT NO-SHOWS

These are tough times for healthcare providers They lost over $300B in 2020
because of COVID The pandemic has increased healthcare costs while...

Read More

HOW PROACTIVE PATIENT ENGAGEMENT CREATED VACCINE DISTRIBUTION EFFICIENCY IN A
TIME OF CRISIS

(Edited on 07/12/2022 to update key points)According to the Centers for Disease
Control and Prevention as of February 3, 2021, over 32 million doses...

Read More

 * PRODUCTS

 * Campaign Management
 * Agent Desktop
 * CRM Connectors
 * Epic & EHR Connectors

 * SOLUTIONS

 * Sales
 * Service
 * Collections
 * Banking/Finance
 * Lending

 *  

 * Insurance
 * Healthcare Providers
 * Healthcare Payors
 * Government

 * PARTNERS & ALLIANCES

 * Acqueon for Amazon Connect
 * Acqueon for Avaya
 * Acqueon for Cisco Contact Center
 * Acqueon for Five9
 * Acqueon for Nice CXone
 * Acqueon for Twilio Flex
 * Acqueon for UJET

 * RESOURCES

 * Datasheets
 * Use Cases
 * Case Studies
 * eBooks
 * Videos
 * Webinars
 * Blog

 * COMPANY

 * About Us
 * News
 * Events
 * Careers

 * CONTACT US

Acqueon Technologies, Inc.

17304 Preston Road, Suite 800, Dallas, TX 75252, USA

Tel: +1 888-946-6878

Email: marketing@acqueon.com

 * Follow Us
 * 
 * 
 * 
 * 

 * Privacy Policy
 * Subscription & Services Agreement
 * Subscription Agreement
 * End User Licensing Agreement
 * Patents
 * Licensed Patents
 * © 2022 Acqueon Technologies Inc

×

subscribe
 * Follow Us
 * 
 * 
 * 
 * 

You agree to our use of cookies that are included in our Privacy policy by
continuing to visit this site.Ok