Customer Relationship Management (CRM) challenges in the Healthcare Industry

Suppliers
Pharmaceutical companies are significantly improving service by deploying one-stop contact centers that are able to handle a wide array of inquiries and requests from physicians (sampling, CME, scheduling, investigator enrolment).

Pharmaceutical companies are increasing efficiency of clinical trials with Web-based patient enrolment and automated data uploads.

Medical device companies are deploying sophisticated Web-based capabilities to enable patients with implantable devices to allow easy data downloads and enable remote monitoring by physicians and suppliers.

All suppliers are providing greater customer service and education to patients to improve compliance and relieve the burden on the physicians prescribing the therapy

Providers:
Healthcare providers are making more information available through self-service capabilities to enhance patient education, improve compliance with therapies, and reduce extraneous calls to physicians

Payers:
Payers are reducing costs and improving service by developing sophisticated integrated information into the call center agent desktops.

Payers are improving claim adjudication with automated claims processing using sophisticated business rule engines.

Payers are improving service by making self-service easier and available through multiple channels for clients who wish to check status of plan benefits or claims

Response Marketing's healthcare solutions offer timely and accurate results with high first-call resolution rates, low average handle times, and unmatched customer satisfaction ratings.

We screen our partners' agents for language and people-handling skills such as empathy, rapport building and a genuine interest in providing outstanding service.

Our agents have successfully handled customer service and appointment setting as well as lead generation and lead brokerage for supplemental Medicare coverage.

Response Marketing's range of services specific to the Healthcare industry includes:

• Pharmaceutical telesales;
• Dedicated inbound call handling;
• Eligibility;
• Benefits;
• ID card requests;
• PCP changes;
• Member information/address changes;
• Claims status;
• Referral;
• Fulfillment;
• Prescription;
• Dental;
• Vision;
• Medicare part D.