The experience to increase call efficiency.
When your members call, they may be experiencing some of the most stressful and trying moments of their life. When healthcare providers call, timely and accurate information is critical to the success of their practice. Both types of customer need their calls answered quickly, accurately and with the utmost professionalism. With West at Home, plan providers can shift their customer care to a new level with our highly qualified, HIPAA certified home agents.
Because our agents work from their homes, we can attract and hire highly qualified individuals with specific healthcare related backgrounds and licenses, including nurses and pharmacists. What's more, we remain sensitive to the regulatory requirements that place additional restrictions on your business. So you can be confident that West complies with all HIPAA and other mandates implemented by federal and state agencies, as well as voluntary guidelines and performance standards adopted by your organization.
West at Home also gives your company the power to better manage call spikes associated with seasonal enrollment or "special events" like Medicare Part D. We can schedule our agents in half-hour increments, which allow us to staff up or down much more efficiently, maximizing utilization and productivity.
How can Healthcare Plan Providers use West at Home?
- Claims Status
- Eligibility Questions
- ID Card Requests
- Member Information
- PCP Changes
- Plan Enrollment
- Prescription Refills
- Referrals