Overview

Three Ways to Meet the Patient Experience Challenge

Patient engagement solutions and population management strategies have been at the top of the list for many healthcare providers. All of this is driven by recent regulations and changes enforced by the Affordable Care Act. At the end of the day, providers are looking to cut costs, reduce readmission, and avoid penalties. What many are missing is the power of the patient service centers (or contact centers) in assisting with these initiatives.

In a recent article I authored on the Advance Healthcare Network web site, entitled, “Improving Patient Engagement: Top five contact center initiatives for providers”, I outlined 5 areas [...]

Jennifer Wilson Peevey

Jennifer Wilson Peevey

I joined Interactive Intelligence in May 2009 as part of the AcroSoft acquisition. I currently work as the Solutions Marketing Manager focusing on our insurance vertical marketing efforts. During my time at AcroSoft and Interactive Intelligence, I have worked closely with our content management and workflow automation tools, both in professional services and product management. This includes over 10 years of experience working with insurance organizations on product implementations, customer support, product specifications, and business needs analysis. I hold a bachelor's degree from the University of South Carolina, and am a devoted USC Gamecocks fan. When I'm not working, I'm most likely mountain biking, playing tennis or kickball, or traveling.

5 Tips to Prepare Your Insurance Contact Center to Support the Affordable Care Act

Last week we hosted a webinar, The Insurance Contact Center and the Affordable Care Act- Preparing for the Unknown, featuring insurance analyst, Ellen Carney of Forrester Research. Ellen had recently conducted research around the transition of the health insurance industry as it relates to the Affordable Care Act (ACA). One of the key takeaways from the event was to stress to contact center directors and managers, the importance of the contact center being prepared for major change come the October 1st go live date for enrollment. Ellen pointed out that as a result of a lack of resources such as informational websites, [...]

Jennifer Wilson Peevey

Jennifer Wilson Peevey

I joined Interactive Intelligence in May 2009 as part of the AcroSoft acquisition. I currently work as the Solutions Marketing Manager focusing on our insurance vertical marketing efforts. During my time at AcroSoft and Interactive Intelligence, I have worked closely with our content management and workflow automation tools, both in professional services and product management. This includes over 10 years of experience working with insurance organizations on product implementations, customer support, product specifications, and business needs analysis. I hold a bachelor's degree from the University of South Carolina, and am a devoted USC Gamecocks fan. When I'm not working, I'm most likely mountain biking, playing tennis or kickball, or traveling.

Defining the TRUE Policyholder Experience

I hear time and time again from contact center, underwriting, and claims managers that defining a competitive policyholder experience has become a top priority for insurance carriers of all types. For many of these managers, figuring out how to create, manage, and maintain the implementation of technology to help facilitate an exceptional experience is where they are challenged. Many times we take the “golden rule” approach to our customer experience strategies, but just because we want to be treated a certain way as a consumer, does not mean every policyholder and agent desires that same type of interaction.

In the [...]

Jennifer Wilson Peevey

Jennifer Wilson Peevey

I joined Interactive Intelligence in May 2009 as part of the AcroSoft acquisition. I currently work as the Solutions Marketing Manager focusing on our insurance vertical marketing efforts. During my time at AcroSoft and Interactive Intelligence, I have worked closely with our content management and workflow automation tools, both in professional services and product management. This includes over 10 years of experience working with insurance organizations on product implementations, customer support, product specifications, and business needs analysis. I hold a bachelor's degree from the University of South Carolina, and am a devoted USC Gamecocks fan. When I'm not working, I'm most likely mountain biking, playing tennis or kickball, or traveling.

Improving the Policyholder Experience: Don’t Ignore the ‘Little Data’

Last week I spent some time at an event on ‘big data’ in the insurance industry. The one-day seminar featured speakers from Gartner, IBM, and panelists from insurance technology providers and carriers. Throughout the sessions, interesting and innovative ideas were presented around the concept of making the most of the data and the business intelligence we have. With that said, I saw three main themes:

How to use this data for predictive insight How to assess risk and fraudulent activity How to remain competitive and profitable

What I found interesting was that of all these concepts, very few presenters spoke [...]

Jennifer Wilson Peevey

Jennifer Wilson Peevey

I joined Interactive Intelligence in May 2009 as part of the AcroSoft acquisition. I currently work as the Solutions Marketing Manager focusing on our insurance vertical marketing efforts. During my time at AcroSoft and Interactive Intelligence, I have worked closely with our content management and workflow automation tools, both in professional services and product management. This includes over 10 years of experience working with insurance organizations on product implementations, customer support, product specifications, and business needs analysis. I hold a bachelor's degree from the University of South Carolina, and am a devoted USC Gamecocks fan. When I'm not working, I'm most likely mountain biking, playing tennis or kickball, or traveling.

The Insurance Blame Game

I recently ran across an article in Insurance Networking News highlighting a report by J.D. Power and Associates entitled the ‘2012 U.S. Auto Claims Satisfaction Study.’ The report reflected the lowest customer satisfaction scores related to auto claims in 3 quarters. The reason behind this drop…a delay in policyholder reports of claims as a result of the holiday season, causing a longer processing time. So, who is actually at fault for this decline?

My guess is there are various opinions and reasons as to why reports of claims were delayed…busy schedules for policyholders, lack of resources from the carrier side, [...]

Jennifer Wilson Peevey

Jennifer Wilson Peevey

I joined Interactive Intelligence in May 2009 as part of the AcroSoft acquisition. I currently work as the Solutions Marketing Manager focusing on our insurance vertical marketing efforts. During my time at AcroSoft and Interactive Intelligence, I have worked closely with our content management and workflow automation tools, both in professional services and product management. This includes over 10 years of experience working with insurance organizations on product implementations, customer support, product specifications, and business needs analysis. I hold a bachelor's degree from the University of South Carolina, and am a devoted USC Gamecocks fan. When I'm not working, I'm most likely mountain biking, playing tennis or kickball, or traveling.

A Social, Mobile, Cloud Approach for Every Insurance Carrier

They are the hot topics for every industry this year…social media, mobile apps, and cloud-based offerings. So, what’s driving this interest and feeding the buzz in the insurance industry? Sure, social media and mobile users are steadily increasing, and cloud-based solutions are both attractive and affordable, but it is the opportunity to improve overall customer service that is really enticing.

Insurance carriers must expand their traditional contact center and customer service operations to offer information through multiple communication channels and manage it effectively, streamlining both policy and claim processes. Given the breadth of these three trending [...]

Jennifer Wilson Peevey

Jennifer Wilson Peevey

I joined Interactive Intelligence in May 2009 as part of the AcroSoft acquisition. I currently work as the Solutions Marketing Manager focusing on our insurance vertical marketing efforts. During my time at AcroSoft and Interactive Intelligence, I have worked closely with our content management and workflow automation tools, both in professional services and product management. This includes over 10 years of experience working with insurance organizations on product implementations, customer support, product specifications, and business needs analysis. I hold a bachelor's degree from the University of South Carolina, and am a devoted USC Gamecocks fan. When I'm not working, I'm most likely mountain biking, playing tennis or kickball, or traveling.