Solutions
Member Services
Beacon Health Solutions has a distinguished history of partnering in the success of TPA’s and employer groups across the United States. We coordinate industry-leading benefit plans administration and all electronic workflows to empower you to connect, communicate, and automate while reducing costs.
Our platform was architected to process the largest transaction volume in the industry, yet we include scaled options for all TPAs and employer groups.
We deliver enterprise-wide efficiencies with end-to-end workflows for claims, encounter data, and more.
Our staff handles all outbound education and verification (OEV) calls professionally, efficiently, and in a manner consistent with current guidelines – without impeding your existing staff or drastically increasing your costs.
Training is customized for your organization’s individual needs and requirements. As a partner, we want to ensure our team is a true extension of your business and portrays your business and voice accurately.
Our services staff is required to complete a five-week training course that includes, client specific EOC/SOB and process flows and scripting along with Medicare 101, system navigation, documentation of calls and soft skills review. Additionally, training materials for each client are stored on the client specific site for easy access while team is on a call.
Furthermore, our partnerships with Xcomm (telecommunications) and COREDIAL(CRM platform) allows for real-time monitoring and reporting. Our workforce managers can quickly identify and respond to call volume by instantly seeing queued calls along with stats. Our team reports the CMS mandated metrics to the client on a weekly and monthly basis.
- Hold times are less than 2 minutes
- 80% of calls are answered within 30 seconds
- Abandonment rate is less than 5%
Along with call monitoring, our team runs quality checks that rate the success of the call and the documentation of the call. The overall quality score meets or exceeds and average score of 97%. Weekly call recordings are shared with clients, allowing clients the opportunity to oversee how well the team is servicing their members and provider.
Our service team has achieved a 5-Star Rating for our clients and can do the same for you.
