Delivering Outcome-Driven, Customer-Focused Payer Care
Our integrated payer contact center model is designed to bring together omnichannel customer service, clinical support, and advanced operations into a unified, outcome-based care model.
It supports members, providers, and agents across end-to-end healthcare journeys from enrolment and eligibility to claims, care management, and billing.
MoreOur integrated payer contact center model is designed to bring together omnichannel customer service, clinical support, and advanced operations into a unified, outcome-based care model.
It supports members, providers, and agents across end-to-end healthcare journeys from enrolment and eligibility to claims, care management, and billing.
The solution enables value-based care through clinical triage, nurse advice, and care coordination support across multiple channels to enhance member and provider engagement. It also allows providers to leverage scalable, compliant operations aligned with HIPPA and regulatory standards at significantly lower operational costs.
Performance Outcomes
- Up to 20% - CSAT Improvement
- 30-50% - Reduction in Operating Cost
- 10-15% - Improvement in First Call Resolution (FCR)
Solution Highlights
Solution Benefits
- Consistent, high-quality interactions through clinically informed and empathetic agents
- Progress toward value-based care goals through proactive outreach, care coordination, and outcome-focused engagement
- Optimized contact center efficiency through scalable, trained teams and streamlined workflows
- Clinical and domain expertise at the first point of contact to reduce rework and escalations
- Unified payer, provider, and member interactions across channels for seamless care and operations support
- Compliant, secure operations aligned with HIPPA and healthcare regulations
Why Tech Mahindra’s Payer Care Contact Center
- Grow at scale using a robust team of healthcare-specialized agents
- Infuse clinical intelligence directly into everyday contact center operations
- Create unified experiences across payer, provider, and member touchpoints
- Drive quantifiable outcomes aligned to value-based care performance
Leading the Way
Futuristic Value-Based Care Payor Contact Center Operations
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