February 28, 2012 by Ani Young
Health plans rank very poor in customer service, according to a recent study conducted by the research firm Temkin Group.
The report picked apart 206 organizations spread across 18 different industries. Not only did healthcare customer service falter; it placed dead last.
The survey focused on three main service criterion: Does the company meet consumers’ needs? How easy is it for consumers to do what they are trying to do? How do consumers feel about their interactions with companies?
Although the dismal feedback wasn’t necessarily shocking, it is certainly a wake-up call for healthcare payers struggling with client retention and customer satisfaction. As veterans of the industry, we’ve heard these pains time and time again.
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February 23, 2012 by Kevin Moore
In recent years, healthcare in the United States has faced its share of challenges with a sluggish economy, high unemployment, and overall cost surges. While the impacts of these challenges have affected all health plans and other healthcare payers, there are new opportunities for these organizations to utilize member engagement to become more successful in a healthcare industry that faces looming uncertainty.
As the undisputed channel of choice for consumers, mobile devices will play a crucial part in the outreach efforts of health plans. Mobile devices are optimal for engaging, informing, and influencing members, or potential members, all at their convenience.
Manhattan Research reported that about 26 percent of U.S. adults had used their mobile phones – both smartphones and not-so-smartphones – to access health information last year. Only 12 percent of U.S. adults had searched for health information via mobile devices in its 2010 report.
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February 15, 2012 by Ani Young
As healthcare reform moves onward, National Committee for Quality Assurance (NCQA) accreditation is garnering more celebrity by all players within the healthcare space.
Some payers and providers fear it; consumers praise it; and at Healthx we aim to help all of our clients attain it.
But what does NCQA accreditation mean, exactly? Most consumers who are thrown by the ins and outs of the healthcare industry have no idea. But the National Committee for Quality Assurance (NCQA) is considered the most stringent and influential health plan accreditation programs in the industry, and helps ensure that the physicians and insurers you enlist are up to par.
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February 7, 2012 by Healthx Marketing
Indianapolis, IN – February 7, 2012 – Progressive cloud computing company Healthx is helping forge a home for healthcare within the mobile technology market.
Today Healthx releases its much-awaited Healthx enabled Mobile Applications, which caters to Payers and aims to connect members with their benefits and healthcare information. Healthx clients will receive their own uniquely branded app available for easy download in the iTunes, Windows, Android, and RIM stores.
Smart phone users will gain access to their vital Healthx Healthcare Portal information, including a Provider Directory, ID card view, Medical Claims information, Eligibility information, FSA balances, and Secure Messaging.
Payer clients will own the app, which will display each organization’s specific logos and branding; Healthx will simply manage the technology via its cloud services. Healthcare payers can expect the highest level of secure encryption from the technology company, which is both HIPAA-compliant and SAS 70 audited.
The Healthx enabled Mobile Apps will function like all other apps found in the app stores. The mobile portal is quick and easy to download to the most popular mobile devices, and is intuitively designed for any users accessing their mobile health data for the first time.
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February 3, 2012 by Mark Weston
Reported to cost anywhere from $10 to $30 per call, administering certain forgot username services or password retrieval can be a very costly and frustrating endeavor. Upwards of 80% of people have forgotten a password used for an online account, which is exactly what most help desk calls are regarding. And that comes as no surprise when the average online user has anywhere between seven and 25 online accounts they log into daily.
We know that the less frequently a password is used, the more likely it will have to be reset at next use - meaning users will always require assistance. Expecting this assistance to be 100% self-serve is presuming too much, but there are definitely ways to improve the chances of user success at independent online password recovery – like decreasing the time an administrator spends with users that failed to assist themselves.
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