Improving the satisfaction of healthcare providers and their patients has always been a priority of health insurance companies, but it is increasingly taking center stage.
Let’s say you’ve already taken the necessary measures to move your contact center from good to great. You’ve adopted clearly defined and focused metrics, you
Ensuring scheduling efficiencies while carefully considering the needs of associates is a difficult balancing act even for a sophisticated Workforce Management team. Effective workforce staffing
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that
As the country begins to “open up”, the economic downturn is beginning to shift to a new post-pandemic normal. Organizations are starting to develop and
Physician abrasion can lead to a variety of unsatisfactory healthcare experiences. Northridge Group’s Mary Kane discusses the 5 ways payers can reduce physician abrasion and
Which channels provide the fastest response to a customer inquiry? The Northridge Group’s 2020-2021 State of Customer Service Experience Report revealed that today’s consumers are
Tensions between healthcare providers and insurers are at an all-time high, and the claims process is a major contributor. Nearly 40% of physicians consider insurance
One of the most important responsibilities of a CEO is ensuring that the next generation of leaders is prepared to take over the reins of
Improving the physician and member experiences are critical undertakings for health insurance payers. Healthcare is at an inflection point — again. While there continues to
Workforce Management (WFM) Capacity Planning is all about making sure you have the right people hired and trained in the appropriate skill set when they
How easy is it for your customers to get their issues handled efficiently? The Northridge Group’s 2020-2021 State of Customer Service Experience report found that
