Healthcare payers must continuously and simultaneously meet the demands of members, providers and regulators by delivering the best possible customer experience and operational performance. The risks of missing the mark on quality are too great in today’s environment.
Firstsource’s Quality Assurance services help payers meet the demands of all these important stakeholders by optimizing the efficiency and accuracy of critical processes, platforms and resources. From claims adjudication and provider data management, to customer service, member enrollment and billing, we apply expert process analytics, customer intelligence, and advanced automation to help payers reduce turnaround time (TAT) and costly errors, and improve their Net Promoter Scores (NPS).
Firstsource uses root-cause data analysis, internal and external audit tools, Robotic Process Automation (RPA), and Machine Learning to accurately identify and respond to errors—before they enter the process. We capture and logically analyse 100% of daily data volumes and workflows, rather than limit audits to a random data sample.
Like most contact centres, our Cardiff centres employ a quality framework against which agents’ calls are assessed. Traditionally this is done by team leaders, who randomly select agents calls to listen in on, and then provide them with feedback against a range of criteria (how the customer was greeted and engaged with, whether the customer was asked about their existing product, whether the agent referenced the client’s offering with 100% accuracy, etc.) However, Cardiff introduced an innovative new approach to coaching, which has seen agents mark their own calls using One Voice, a tool designed specifically for the purpose, in addition to the current format.
There are two key advantages to this:
This prestigious designation is granted only to the best and most disruptive BPO companies
We believe in long term partnerships - over half of our clients have been with us for 7 years or longer
We deliver 24/7 customer support aided by advanced analytics, RPA and cutting-edge technology