Why the Largest Health Plans Trust Inovaare's Health Plan CRM
Member experience has compliance designed into the core
Health plans must manage customer interactions with members, providers, vendors, regulators and other third-party companies. These interactions cross multiple areas including Member Services, Enrollment, Provider Services, Social Services, Case Management, and Appeals & Grievances.
Many interactions require multiple departments to participate in the issue-resolution process. In other situations, various departments require real-time visibility into a customer’s history and the ability to schedule future activities for them. Health plans need a platform to help ensure regulatory compliance and generate CMS-compliant reports, ideally at the touch of a button.
Inovaare’s CRM solution exclusively focuses on the operational and regulatory needs of healthcare payers.
Improve regulatory audits and elevate star ratings
Experience the difference. Inovaare’s CRMؙ—Member Services is the only solution that shares the same platform as Appeals & Grievances and CRM—Provider Services. This singular platform delivers better member experiences powered by end-to-end workflow automation. Inovaare’s CRM—Member Services was architected by leaders who oversaw Member Services departments and, as a result, we understand your requirements for Medicare, Medicaid and Commercial plans. Our industry-leading solution helps health plans to:
Help Healthcare providers avoid CMPs and NonCs
Experience the difference. Inovaare’s CRM—Provider Services is the only solution that shares the same platform as CRM—Appeals & Grievances and CRM—Member Services. This singular platform delivers better provider experiences powered by end-to-end workflow automation. Inovaare’s CRM—Provider Services was architected by leaders who oversaw Provider Services department and, as a result, we understand your requirements for Medicare, Medicaid and Commercial plans. Our industry-leading solution helps health plans to:
Key Health Plan CRM Features
Health Plan CRM—powered by real-time omnichannel and end-to-end workflow automation—delivers improved member experiences through more efficient processes. This industry-specific CRM solution is designed to meet customer service needs by offering these key capabilities:
- Integrated computer telephony integration (CTI): Personalized screen popups within the agent desktop
- Real-time omnichannel: Consistent and personalized customer service experiences across phone, web, email, chat and Facebook
- Smart guided interactions: Capability driven by “Best Steps” to optimize issue-resolution processes
- Two-click case resolution: ROI achieved immediately by eliminating manual, time-consuming processes and resolving them with a single click
- Dynamic case management: 360-degree view of members by connecting people and processes for end-to-end issue resolution
- Tasks: Collaboration achieved through Inovaare’s Intelligent Task Navigation
- Contextual knowledge management: Knowledge sharing at the point of need—without a required search—reduces average handle time and drives quicker resolutions
- Personalized landing page views by role: Configurable landing pages help optimize productivity
- Built-in compliance: Reduced misclassification inquiries—achieved by identifying potential errors at the point of data entry—helps minimize audit risk
- Dashboard and analytics: All work activities, urgent issues, high/low performers, compliance-related reports and configured KPIs displayed in intuitive dashboards to empower better decision making