Healthcare
Featured Customers:
With rising costs and increasing risk of customer defection, leading providers and carriers in the healthcare and health insurance industries are turning to Merced Systems’ Sales Performance Management and Service Performance Management solutions to manage costs and promote patient and plan member loyalty. In today’s competitive market, healthcare insurers and providers’ ability to differentiate offerings in the market as well as manage costs against constantly changing regulation is vital. By implementing Sales Performance Management and Service Performance Management, healthcare organizations can increase patient, plan member and group customer satisfaction while reducing costs per transaction. By aligning individual representative goals with operational strategy and streamlining employee coaching and performance processes enterprise-wide, healthcare insurers and providers can:
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Case study - Leading Healthcare Benefits CompanyWith ever rising health care costs, this Leading Health Care Benefits Company deployed Merced Performance Suite after a thorough review of available solutions to manage and improve the productivity of telephone agents and claims processors. To better align its customer care agents with its operational strategy, this company automated its incentive and scorecard reporting system, increasing timeliness of this information from weekly to daily. To better track its claims processors, this company implemented a time and volume tracking process in the Merced Performance Suite to manage its processors productivity vs. established goals. |
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