Healthcare Industry
Technology, Analytics, & Omnichannel Enablement
Modernizing authentication and routing to reduce cost and improve member experience.
The Challenge
A major healthcare organization sought to redesign its member authentication process to improve overall member experience, increase authentication rates, and reduce associated service costs.
The existing IVR system:
Failed to accurately identify and segment members
Required customers to repeat information multiple times
Struggled to route members based on plan and reason for call
Produced high transfer rates that increased service costs and frustration
The authentication experience created friction across the member journey and drove unnecessary operational expense.
The Strategy
Northridge assessed the current-state IVR and authentication process against industry best practices.
The strategy focused on:
Increasing authentication accuracy
Reducing handle time
Improving member satisfaction
Leveraging alternative data points to improve caller identification
Aligning compliance verification with efficiency goals
The redesign aimed to improve both operational performance and member trust.
The Execution
Key actions included:
Conducted a detailed review of IVR authentication and routing logic
Identified gaps in member segmentation and transfer pathways
Introduced alternative data points to improve caller identification
Restructured compliance verification to reduce authentication time
Redesigned IVR flows to minimize repetition and unnecessary transfers
The solution aligned technology configuration with measurable performance outcomes.
The Impact
The IVR redesign delivered measurable improvements:
76% of retail members reported being very or somewhat satisfied with IVR authentication
31% improvement over target for calls identified and fully authenticated
105-second reduction in average call time
Nearly $1M in total annual savings
The organization improved both cost efficiency and member experience across the contact journey
experience + excellence
TECHNOLOGY SHOULD REMOVE FRICTION, NOT CREATE IT.
Experience excellence in healthcare begins with seamless authentication and intelligent routing. When members are recognized quickly and directed accurately, both cost and frustration decline.
Let’s explore how your technology and analytics strategy can modernize your contact experience.
