For payers

Member experience


Speed-to-value outcomes from stellar NPS® to savings

A next-generation member experience has never been more essential

According to Forrester Research, consumers are 64% more likely to stay with a healthcare plan if satisfied—with 84% of members advocating for their brand.

To meet the escalating expectation for optimized health plan experience, the successful equation is not just speed + value, but speed-to-value, to engage and satisfy members and drive down costs.

For brand ambassadors on the front line of today’s optimized member experience, responsiveness, speed, and personalized omnichannel delivery are crucial to the success that we achieve for our health plan clients.

64%consumers are more likely to stay with a healthcare plan if satisfied
84%of those members advocating for their brand

We provide empathetic, value-oriented contact centers

We raise the bar with data and digital innovation, and payer-provider ecosystem insight.

Call center agents
  • Enrollment
  • Claims
  • Eligibility verification
  • Policy maintenance
  • Approved providers
  • Nurse triage
  • Tech support
  • Complaints
  • Order placement/status
  • Retention
  • Prevention/intervention
  • Utilization/care management

We customize for conversion, retention, and value

In our national and regional payer contact centers, we improve outcomes across Medicare, commercial, specialty, and international lines of business.

Icon of a female patient

RIGHT TALENT PROFILING AND TRAINING

Custom job descriptions and assessments, followed by 35+ hours of education on healthcare economics and processes.

icon of certificate

STRATEGY FOR STELLAR NPS®, CSAT

Quality management with audits, service recovery triggers, side-by-side and live remote monitoring, and balanced scorecards to exceed critical metrics.

DIGITAL TRANSFORMATION FOR SAVINGS, CX

In-house innovation hub with AI and automation, interaction analytics, digital deflection, and process re-engineering experts.

Icon of a target

FLEXIBLE RIGHTSHORING OF RESOURCES

Geographic delivery, scalability, and continuity aligned to needs. Secure in-office and work-at-home models for resilience.

We take a platform-agnostic technology approach to voice, chat, and self-service

Medical plan member experience

After nearly 30 years of business process management, we have a pulse on all the preferred payer platforms. Operating as a seamless extension of your team, we can fully embrace your existing technology stack.

When a payer is open to technological enhancements, we often recommend our purpose-built, intelligent interaction analytics platform (IIAP). Our IIAP features a unified dashboard that combines voice, text, and structured data analytics, a speech recognition toolkit, and prebuilt natural language processing (NLP) rules designed to analyze voice of the customer.

Our concierge self-service engagement solution includes a conversational AI-bot to answer top member inquiries – allowing payers to deflect calls and resolve issues with web-based chatbots and visual interactive voice response (VIVR).

Our tech decisions are based on journey mapping, alignment with top call drivers, potential cost savings, and opportunities to improve up-stream and downstream processes to reduce member effort and improve value.

Draw on our member experience

Our customer care heritage, industry accolades and accreditations, and healthcare domain expertise combine to help members lead healthier lives.

Icon of location specific

30+ regional and national plans

Icon of a hand holding a heart shape

30 years of member engagement

Icon of customers and data

50M+ members supported

contact center icon

160M healthcare experiences managed yearly

Icon of contact center agent

1,300 nurses, many of them US-based

Are you maximizing value for members?

If not, contact us.

In a contact center environment, “value” can entail reducing repeat calls, personalizing offers, or improving self-service, for example. It’s measured using NPS®, Star ratings, CSAT scores, Complaints to Medicare (CTM), and the like. Sagility has provided value to clients in spades.

80 NPS®compared to industry standard of 27
0 CTMin just 60 days post-implementation
8%reduction in repeat calls (immediately after launch)
Axispoint accreditation case management

Our healthcare accreditations

View all

Connect with our experts

X