If you work for a health insurance company providing Open Enrollment for Affordable Care Act and/or Medicare, you’re gearing up for an incredibly busy time of year. For example, Invoca customer HealthMarkets expects that seven million people will need to get signed up over a period of just six weeks. And for networks, this will all happen over the phone since online sign-ups are only allowed at healthcare.gov.
Given the time crunch, and the fact that commissions from providers are a fraction of what they used to be, there’s a lot of pressure for networks to improve productivity and scalability when it comes to phone calls during Open Enrollment.
While things are still subject to change as law makers and carriers have until the end of September to make decisions, what we know now is the Healthcare Open Enrollment window was cut in half this year, from three months to six weeks. Since it overlaps with Medicare Open Enrollment, there is a capacity crunch, and call centers are making productivity improvements to prepare.
Here’s why some of the largest health insurance companies rely on Invoca to make it through this incredibly busy time:
With Invoca’s concurrent call caps, customers can direct calls to another call center if the primary call center is at capacity. For insight into how many concurrent calls you are pointing to providers, enable the Live Call Stats tile on your dashboard.
Another productivity improvement is to use Invoca Signals to conditionally route callers based on their level of engagement with your website. If a user filled out a form online requesting a quote, you’ll want to fast track that high intent call to more effective agents while top of funnel calls route to the next available agent.
Scalability is always top of mind for Invoca, and an ever growing list of enterprises trust Invoca’s cloud computing platform to deliver intelligent and accurate call data during usage spikes. For example, the amount of phone calls running through Invoca’s Voice Marketing Cloud have historically increased by 25% during the Open Enrollment period, without platform uptime being affected. Platform uptime is a KPI that Invoca provides complete transparency around, and customers can sign up to be notified of any system updates or changes.
The holy grail with call intelligence is seeing call outcomes reported along with the marketing campaign attribution that generated the calls. Applying Signals to the outcomes of calls helps healthcare companies monitor call quality and conversions at scale. For example, if you have a Signal for quotes issued, and another Signal for purchased policies, you can feed those Signals to your analytics platform to get visibility around which marketing channels are driving calls that convert.
While there is still a level of uncertainty about the state of healthcare here in the U.S., Invoca wants our customers to know we are here to support your strategic initiatives and marketing plans as you get ramped and ready for Open Enrollment – the busiest time of the call season!