When employer groups and members purchase your plans and products, they also make an implicit decision to interact with your sales team, underwriters, account managers, website, health coaches, and call centers. And when hospitals and physicians enter annual contracts with your organization, they are committing to interact with contract management, provider relations and services, provider portal, as well as claims management and appeals. Each interaction with each of your functional groups is a touch-point that contributes to an overall opinion about your health plan’s business performance.
Gantry’s Customer Satisfaction program will holistically and continually measure your performance through the experiences of your customers: employer groups, members, brokers, and providers. Our approach aggregates how each “customer” thinks your organization has performed at the relevant touch-points. We provide you with the services and technology to adopt a continuous customer satisfaction improvement mandate. By providing the right customer feedback information to the right people at the right time, Gantry’s program offers you the foundation to build closed-loop, incremental customer satisfaction improvement into your business processes.
Through your Stakeholder Dashboard, a private, cloud-based portal, you can monitor customer satisfaction for each constituency that you serve as a whole, by individual “customer”, or by functional group. With access to timely, relevant data, your management team can effect interventions, develop remediation plans, and monitor progress.
Customers
are a company’s most valuable asset, making customer satisfaction a critical
business performance metric. High customer satisfaction correlates to:
Ø Increased employer contract renewals.
Ø Higher policy close rates with
shorter sales cycles.
Ø Improved competitiveness over other
health plans in your region.
Ø Improved annual contract negotiation environment with providers.
Ø Improved willingness of customers
to be a reference.
