Background

For a large healthcare provider, Direct Opinions developed an outreach program to contact new members by phone, welcome them and ensure that the relationship is getting started on the right foot.

Project Overview

The purpose of this ongoing initiative, in addition to welcoming new members, is to ensure that customers have the proper information and documents needed to utilize the healthcare services. Specific information objectives include measuring overall satisfaction with the enrollment process, determining satisfaction with services the new member may have already utilized, and providing contact information for a healthcare representative to address any questions.

Results

The data collected enables the healthcare provider to evaluate the attitudes and opinions of new members in a timely manner following their initial experience. Issues or concerns are immediately addressed and trends are identified to help the management team take remedial action for improving satisfaction and value in order to improve retention.