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Lunch and Learn Session

Wow Your Fast-growing Medicare Advantage Members with an Intelligent Benefits Inquiry Experience

Thursday, June 8 | 1:00–1:45 PM CT

Session Overview:

As a Payer competing in the growing Medicare Advantage market, maintaining a high-level customer experience becomes challenging as membership grows. A recent consumer experience study notes that 49% of members switch Payers after a poor customer experience.[1]

Delivering accurate responses to benefit inquiries can take a Customer Service Agent (CSA) up to 12+ steps and, on average, 15+ clicks across 7–11 different systems/sources while the member is on hold. The problem is further compounded by primitive self-service channels and inconsistent explanations of benefits across these channels.

Payers today need an innovative platform that is quick, easy to implement, and seamless to integrate with their existing IT infrastructure to deliver accurate and consistent answers to benefit inquiries across all channels.

Introducing Service1™, a two-time award-winning out-of-the-box benefits inquiry management solution that can be plugged into existing customer experience assets like call center software, portals, IVR, and chatbots to deliver an intelligent benefits inquiry experience to your MA members.

Service1™ helps Payers build trust in digital engagement by delivering the same human-understandable benefits content available to the customer service team via self-service to portals, mobile apps, chatbots, IVR, and clinical systems.

Join us for an exclusive Lunch and Learn session on Thursday, June 8, and discover how Service1™ can deliver an intelligent, outcomes-driven benefits inquiry experience for your Medicare Advantage members, providers, brokers/agents, and all other stakeholders.


Key Takeaways:

  • Maximize ROI from your current investment with a Plug and Play setup.
  • Work with data from multiple sources to deliver an intelligent benefits inquiry experience.
  • Deliver accurate and consistent responses to benefit inquiries at all customer service channels.
  • Enable CSAs with AI- and NLP-powered advanced search and recommendation capabilities.
  • Generate benefit summary/quotes with a click of a button and push it to downstream systems.

Source:
1. The difference between loyalty and leaving

Speakers

Ashish Desai

EVP and GM, Service1™

A member of the executive leadership, Ashish leads the Service1™ LOB and owns P&L accountability for the AI/NLP powered Service1™. He is an engineering graduate with 3 decades of rich experience in launching and scaling software ventures, leveraging globally distributed teams. He has played a key role in the growth of Simplify Healthcare, driving strategic initiatives around go-to-market, operational excellence, product innovation, delivery, and corporate development.
Jami Hernandez

Senior Director, Product Solutions

At Simplify Healthcare, Jami leads a team of SMEs and BAs to drive product management, solutioning, implementations, and go-to-market efforts focused on Benefit Inquiry. She brings over 2 decades of rich experience in Product Management, Development, and Program Management with a focus on Healthcare, IT, SaaS, and SCRUM methodologies, which is critical in driving international growth in the healthcare sector.