Health Insurers Raise Service Standards with Solix Connect

PARSIPPANY, N.J., Aug. 15, 2013 /PRNewswire/ -- The reality facing health insurers is clear: boilerplate customer service strategies and run-of-the-mill performance is no longer enough. A recent survey made headlines when it reported only 14% of those polled had an understanding of basic health insurance concepts such as deductibles, copay and out-of-pocket expenses. Millions of consumers shopping for policies this fall want more than to just speak with a call center operator. They expect subject matter expertise from a customer care agent that can instill confidence by providing answers and solutions for an accurate purchase.

Solix Connect is a comprehensive US-based contact center solution that answers the call for a higher-quality customer experience. Tested and proven in the health insurance industry, Solix Connect is designed to deliver the personalization and informed guidance needed in today's market through a "boutique" approach that rises above the competition and provides cost-efficiency and scalability. Solix Connect is built around each customer's needs and delivers a level of service absent from "big-box" call centers with dedicated account managers and robust reporting to ensure quality service and program integrity.

Health insurers relying on fixed infrastructure and staff to manage the combined volume surge of open enrollment and the Affordable Care Act are facing retention, competition and brand risks. Solix Connect offers a robust and reliable solution that addresses these challenges and enables organizations to customize according to their need. Customers can control costs by adjusting resources, including fixed or flexible scheduling and multi-channel options, including IVR technology and live agents. A cohesive customer experience is supported through well-trained and licensed agents who act as a positive brand extension, consistently exceed service level goals and meet regulatory standards including HIPPA compliance. This focus on quality and results are among the reasons Solix customer care maintained an average quality score in excess of 97% based on customer's calling requirements.

In addition to live agent or IVR communications, Solix Connect helps maintain effective post-enrollment customer engagement through fulfillment center services that include direct mail, literature distribution, email support and real-time warehouse inventory management. Marketing intelligence and performance reporting are also available for customers to analyze trends and issues.

To learn more about the collection of services Solix Connect offers and how it can help your program, visit the Solix Connect webpage, email us at [email protected] or for a free consultation, call Rebecca Blonder at 201-213-3224. 

You can also learn more about Solix Connect by scheduling a meeting with us next month in Nashville during the PCMH & Shared Savings ACO Leadership Summit at the Sheraton Music City Hotel, September 9-10.

Media Contact: Gene King
Corporate Communications
Solix, Inc.
973-581-5320
[email protected]

About Solix, Inc.

Solix, Inc. is a leading provider of eligibility determination, qualification program management and customer care services to government, telecommunications, broadband, utility and healthcare organizations. For over a decade, we've delivered smart, cost-effective, compliant outsourcing solutions that leverage our unique technologies and consultative expertise. Our customers benefit from faster, more accurate applicant qualification, increased program efficiency and improved customer communications. For more information, please visit www.solixinc.com

SOURCE Solix Inc.