Healthcare Customer Service: Are You Focusing on the Wrong Journey?
Healthcare organizations—payers, providers and anyone who serves today’s healthcare consumers—are smartly beginning to focus more attention, time and resources on understanding and mapping the healthcare consumer journey. It’s something other industries have been...
The Digital Health Issue No One Is Talking About
Consumers’ digital transformation has accelerated rapidly in the past several years. The average share of digital customer interactions has almost tripled, from just 20% to almost 60%. Whether ordering groceries online, using Zoom to connect with coworkers or paying...
Close Gaps in Care: Health Plan HEDIS Best Practices Guide
In one of our most popular ebooks—freshly updated!—we provide 11 essential best practices, ideas for inspiration and several additional key insights to help your health plan take member HEDIS® engagement to the next level. Member outcomes and quality measures,...
Regional Lab Goes National With Volume Growth, Process Efficiencies and 66:1 ROI
Return-on-investment (ROI) success stories are commonplace these days for good reason: They prove strategies work, and that’s particularly important in healthcare right now. But ROI stories of 66:1? Uncommon. That’s why we love this story of remarkable achievement by...
Carenet Health Leaders: Consumer Trust, Experience Are Key to Progress
The world of healthcare consumer engagement and experience—from health equity and virtual care needs to the most fundamental actions of customer service— is gaining ground and beginning to undergo significant change. At Carenet Health, we believe the next several...
Build or Buy: Should You Insource Your Healthcare Customer Support Center or Select a Partner?
Part 1: Accreditations and Certifications If you’re looking to improve the patient/member service experience at your health plan or health system, an improved centralized support center is a foundational starting point. But as the industry deals with labor challenges,...
How New Carenet Platform Supports Continuity of Care and Enables Ancillary Services to Scale Revenue Quickly
With the recent acquisition of OpenMed, Carenet Health now offers a patented access-to-care and communications platform, along with a proprietary provider network of over 5 million clinicians—including medical, vision, dental and behavioral health practices. For...