Member engagement is driven by much more than just what members experience during visits with their healthcare providers. It starts at your first point of contact, during enrollment, and continues with each ongoing interaction your healthcare organization has with them. That’s why it’s important that every customer touchpoint is a positive one—from setting up initial account information to resolving billing issues. Reliable, advanced technology is key in providing those positive interactions and keeping customer complaints down, which helps keep your STAR ratings and HEDIS scores up. The right technology also ensures that that member data is accurately collected so that stringent compliance requirements are met.
Advalent’s cutting-edge Member Management solutions gives your staff the integrated tools they need to provide a superior member experience, increase overall member satisfaction, and create internal operational efficiencies that result in tangible cost-savings for your organization. With an intuitive Application Programming Interface (API), call center staff are empowered to assist members in resolving issues quickly—from requesting new ID card to providing them with treatment estimates. For members who prefer self-service options, our easy-to-use member portals offer 24/7 online and mobile access to their claims, premium payment options and communication preferences. Plus, our integrated premium billing system allows plans to manage all A/R functions (invoicing, payments, reconciliation and reporting) for all lines of business (Medicare, Medicaid, Exchange and Commercial) using one cloud-based platform.