大型非营利性医疗保险公司案例研究-LargeNon-ProfitHealth.PDF

Verint Success Story Large Non-Profit Health Insurer Opportunity One of the largest non-profit health insurance plans in the U.S., with over five million members, set out to improve operational performance and enable its leaders Customer company-wide to focus on enhancing the customer experience. With Verint? Quality Large Non-Profit Health Management?, Verint Workforce Management?, and Verint Customer Feedback? Insurer deployed across its contact centers, the health insurer saw an opportunity to apply similar tools and methodologies within its back-office operations. Industry With a staff of roughly 900 employees handling enrollment, billing, claims processing, Health Insurance and membership and patient accounts, the company’s back-office operations relied on numerous disparate data sources and a myriad of manual processes. Because of this, leadership lacked visibility into exactly how employees were spending their time and, Solutions in turn, had little actionable data on the cause and effect of proposed changes to improve Verint? Enterprise Workforce efficiency, quality, and operational effectiveness. Management? ? Verint Time Off Manager? Solution Verint Operations Visualizer?* ? Verint Application The health insurer took a phased approach to addressing the specific challenges in its Analysis? ba