• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • EN
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

    • Knowledge

      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Trust and Compliance

      Ensure secure, reliable, and compliant operations

    • Developer Portal

      Access APIs, SDKs, and resources for building

    • CXexchange Marketplace

      Discover partner solutions to extend capabilities

    • User Communities

      Collaborate, learn, and share best practices

  • Products

    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

    • Digital and Self Service

      Friction-free customer experiences driven by conversational AI

    • Workforce Engagement Management

      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

    • Agent Assist

      AI-driven tools for real-time agent guidance and coaching

    • CX Analytics

      Actionable insights to continuously enhance the customer experience

    • Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

    • All CX Offerings

  • Solutions

    By Industry

    • BPO

      Business Process Outsourcers

    • Financial Services

      Customer experiences that count

    • Government

      Elevate citizen trust

    • Healthcare

      Healthy patient experiences

    • Insurance

      Secure policyholder experiences

    • Retail

      Delight customers where they shop

    • Telecom

      CX for Telecommunications

    • Travel and Hospitality

      Strengthen traveler and guest loyalty

    By Business Initiative

    • Transform Experiences with AI

      Identify behaviors that drive frictionless customer experiences.

    • Boost Customer Loyalty

      Improve customer loyalty on every interaction across the journey

    • Call Center Software

      Empower your agents to provide better experiences—on every channel.

    • Drive Digital Transformation

      Integrate digital technology at the center of the customer experience

    • Move to the Cloud

      Elevate experiences and efficiencies by moving operations to the cloud

    • Unify CX Touchpoints with AI

      Unlock total awareness for your business with purpose-built AI on a unified platform

    • Increase Operational Efficiency

      Leverage AI and automation to increase agent retention and reduce costs

    • Improve Compliance

      Protect your consumers with pre-built compliance solutions

    • Engage and Empower Employees

      Create a workplace of truly engaged employees

    • Proactive Customer Engagement

      Elevate customer satisfaction with proactive conversational AI

    • Grow Revenues

      Boost conversions and win rates to accelerate financial success

  • Services

    Contact Center Services

    • Business Consulting

      Partnership for successful transformations

    • Contact Center Training

      Tailored education delivered by CX experts

    • Customer Support

      Global support you can depend on

    • Professional Services

      Relevant expertise, tools and know-how

    • Implementation Partners

      NICE CXone certified implementation partners

  • Resources

    Resources

    • Resource Library

      Whitepapers, datasheets, demos and more

    • Self-Led Training

      Professionally developed training courses

    • Blog

      CX industry guidance by contact center experts

    • Analyst Perspective

      Contact center reports from third party analysis

    • Events

      Upcoming events and webinars

    • Glossary of Terms

      Detailed descriptions of industry-related terms

    • Frequently Asked Questions

      Contact center focused FAQ

    • Customer Stories

      Driving success in every customer story

    • CX & Contact Center Guides

      Expert insights for superior CX

    • On-Demand Webinars

      Browse our extensive webinar catalog

    • Interactive Product Tours

      Explore the complete CXone cloud platform with our instant self-guided product tours.

    • Why NICE? Video Series

      Step Inside The Room Where It Happened to see CX AI in action

  • Company

    About NICE

    • About Us

      Powering seamless experiences in the cloud

    • NICE Leadership

      Meet our global leadership and executive team

    • Careers

      View job openings and learn about our culture

    • NICE Trust Center

      Securing your trust with every interaction

    • Events

      Upcoming Events & Webinars

    • Market Leadership

      Discover why NICE is the market leader

    • Press Releases

      Find the latest updates from NICE

    • Investors

      Investors relations, reports and filings

    • Corporate Responsibility

      In a world where you can be anything, be NICE

    • Global Office Locations

      Interactive map of office locations worldwide

    • Media Center

      Media contacts and resources

    • EN
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Get in Touch
      • Login
      • Status
      • Support
      • Partners
      • Pricing
      • Careers
      linkedinlinkedinlinkedinlinkedin

    Company

    • About Us
    • Careers
    • Global Leadership
    • Media Center
    • Investors
    • Awards
    • Global Office Locations
    • Contact Us
    • CCaaS
    • Customer Experience
    • NICE Public Safety
    • NICE Actimize
    • NICE RPA

    Partners

    • NICE Partners Overview
    • Developer Partners (DEVone)
    • CXone Partner Portal
    • NICE Help Partner Portal
    • NICE User Group

    Customer Support

    • Customer Support Overview
    • CXone Support Login
    • NICE Customer Support

    Want to Learn More?

    Join the Newsletter

    STAY CONNECTED

    linkedinlinkedinlinkedinlinkedin
    • Terms of Use
    • Site Map
    • Privacy Policy
    • Legal
    • Cookies Settings
    • Accessibility
    © 2024 NICE
    Revolutionizing the health insurance customer journey: Building a holistic patient experience

    Revolutionizing the health insurance customer journey: Building a holistic patient experience

    by Jeannie Walters
    June 21, 2023
    Share

    Patients are now expecting integrated, holistic experiences for their entire healthcare journey, driven by their voice and feedback. This means healthcare insurance providers and payers will need to provide access, guidance, and personalized reassurance throughout the journey. And the digital healthcare experience better be on point! Patient experience feedback plays a crucial role in helping providers, and payers make adjustments to the patient journey. Receiving feedback directly from patients provides business leaders with their customers’ pain points. The right data at the right moment can be a make-or-break moment in a healthcare situation. After all, a healthcare professional with the right information and patient data can better personalize care.

    In today's rapidly evolving healthcare landscape, customer experience leaders face the challenge of understanding and improving the comprehensive customer journey. A key obstacle lies in the disjointed nature of the healthcare ecosystem, particularly the disconnect between the insurance/payer journey and the actual patient experience. Fragmented systems and incomplete patient data hinder insurers' ability to track and analyze the entire customer experience.

    The key to delivering these experiences well comes down to understanding the customer journey thoroughly enough to be proactive and predictive around what patients will need. And to do that well, data access and visibility, providing the right options for patients at the right moment, and overcoming the real-life challenges around staffing and communication are essential.

    While there are certainly real challenges faced by leaders trying to improve the patient journey, there are also strategies to overcome these hurdles, creating a more cohesive and less frustrating experience for patients.

    Revolutionizing the health insurance customer journey: Building a holistic patient experience - Jeannie Walters quote

    Modernize and streamline the measurement of customer experience data

    To gain a comprehensive understanding of the customer journey, health insurance providers and healthcare professionals must adopt a unified solution to measure and analyze customer experience/feedback data across all interactions with customers, providers, and payers. This approach enables a holistic assessment of the customer journey, allowing for targeted improvements and enhanced customer satisfaction. By leveraging advanced analytics and data integration, insurers can identify pain points and uncover actionable insights to drive meaningful change.

    The changes can include things like offering better digital and mobile options for scheduling appointments. “No show” and canceled appointments can cost a provider an average of $200 or more per missed appointment, which can lead to up to a $150 million loss, according to the National Library of Medicine.[1]

    Maximize customer access with self-service options

    Providing customers with self-service options empowers them and enhances their overall experience. Implementing self-service scheduling, automated appointment and follow-up reminders, self-service information, and tasks, and streamlined contactless intake and registration processes can significantly improve customer access and satisfaction. These initiatives reduce wait times, enhance convenience, and enable customers to have more control over their healthcare journey. Collecting and acting on feedback from self-service channels can point to what improvements will have the greatest impact.

    Revolutionizing the health insurance customer journey: Building a holistic patient experience - Jeannie Walters quote

    Improve the customer billing experience

    One area of the healthcare journey that often causes frustration for patients is the billing process. Nearly 40% of patients report feeling confused about their medical bills. Health insurance companies can enhance the billing experience by enabling self-service, frictionless, and personalized interactions.[2] Offering intuitive online portals where customers can view and manage their bills, easily understand their coverage and claims, and receive personalized support when needed can alleviate billing-related stress and improve overall satisfaction.

    Gathering client feedback

    Having a voice of the customer (VOC) program empowers an organization to understand the customers’ needs and expectations. The organization may then use this data to proactively make changes to improve the customer journey.

    To better understand the nuanced needs of healthcare plan members it serves on behalf of its client insurers and healthcare groups, Evolent Health added two brief post-call surveys for their customers.[3] They included both multiple-choice and open-ended, free-response questions. Using these voice of the customer insights, the healthcare services company uncovered new areas of focus for agent training and ongoing development, as well as product development suggestions Evolent shares with its healthcare clients. Evolent now incorporates their findings into a more positive employee experience by using positive feedback to encourage and recognize agents for superior service.

    Revolutionizing the health insurance customer journey: Building a holistic patient experience - Jeannie Walters quote

    Understand customer experience with real-time surveys

    Customers provide valuable feedback via IVR and email surveys. This feedback helps health insurance providers gain a comprehensive understanding of the customer experience. By capturing insights from digital interactions, such as intent analysis, customer sentiment, and real-time feedback, insurers can identify pain points and tailor their services to meet customer expectations.

    Health insurance companies can analyze customer interactions across various channels, including calls, emails, online chat, social media, apps, and website experiences. By harnessing the power of natural language processing and sentiment analysis, insurers can gain deeper insights into customer experiences, enabling them to proactively address issues and improve the overall journey for patients.

    For example, a patient may be asked to complete an insurance claim themselves if their medical provider doesn’t work with insurance companies. Post-claim feedback from patients can help the insurance company understand their customers’ pain points. These types of steps can lead to better patient outcomes, and help patients feel more in control of their healthcare journey.

    Empower agents with the right direction and human-machine collaboration

    Different patients have different needs. Real-time voice of the customer (VOC) technology can guide and enable agents with suggestions, based on specific customer needs and situational context.

    These powerful customer experience feedback tools provide performance tracking features that capture key metrics and indicators of agent performance. These tools enable organizations to monitor key performance indicators (KPIs) such as average handling time, customer satisfaction scores, and first-call resolution rates. By identifying areas for improvement and providing actionable feedback, these tools empower organizations to coach their workforce, optimize performance, and ultimately enhance the overall customer experience.

    By leveraging omnichannel feedback and socializing the insights intelligently, the customer experience team and these tools collaborate to deliver an enhanced customer journey.

    The future of healthcare, driven by the voice of the customer, is powered by AI and humans working together

    The emergence of artificial intelligence (AI) presents immense opportunities for health insurance companies to revolutionize the customer journey and overcome the challenges they face.

    AI-powered chatbots and virtual assistants can engage with customers in real-time, providing instant support and guidance throughout their journey. These intelligent agents can analyze customer data, understand intent, and deliver personalized recommendations, enabling a more tailored and proactive customer experience. By leveraging AI, health insurance companies can offer personalized interactions at scale, ensuring that customers receive the information and assistance they need when they need it.

    Powerful AI algorithms can analyze vast amounts of customer data, including demographics, behaviors, and historical patterns, to identify trends and predict customer needs. By harnessing predictive analytics, health insurance companies can anticipate customer preferences, predict potential health risks, and tailor their services accordingly. This enables proactive interventions, personalized recommendations, and targeted offerings that enhance the overall customer journey. These predictive capabilities often will lead to better patient health outcomes and improved customer satisfaction.

    Patients are seeking a holistic, simplified customer journey in the healthcare ecosystem.

    Advanced tools, better data integration, and AI are poised to have a transformative impact on the healthcare customer journey, empowering health insurance companies to deliver personalized interactions, gain deeper customer insights, and mitigate risks. By embracing AI technologies and leveraging its capabilities, insurers, working with providers, can create a more seamless, engaging, and customer-centric experience. As AI continues to advance, it will undoubtedly play a pivotal role in shaping the future of the healthcare industry, enhancing the customer journey, and driving positive outcomes for both insurers and patients.

    Embracing a customer-centric approach to the patient journey and staying at the forefront of technological advancements will be critical for customer experience leaders in the healthcare sector to thrive in the evolving landscape.

    Is it time to make that appointment? The chatbot will see you now!

    [1] National Library of Medicine: Evaluating the Impact of Patient No-Shows on Service Quality (2020)
    [2] HealthLeaders: Nearly 40% of Patients Find Medical Bills Confusing (2022)
    [3] NICE: Evolent Health Case Study

    About the Author

    Jeannie Walters

    Jeannie Walters is an award-winning customer experience expert, international keynote speaker, and founder of Experience Investigators, a firm that’s pioneered helping companies increase sales and customer retention through elevated customer experiences. Trailblazing the movement from “Reactive Customer Service” to “Proactive Customer Experience,” Jeannie is considered a leading authority for improving both employee and customer relationships. A Certified Customer Experience Professional and charter member of the Customer Experience Professionals Association, Jeannie’s worked with numerous Fortune 500 companies. As a Professional Member of the National Speakers Association, Jeannie has spoken to tens of thousands of people across three continents on the power of proactivity to increase brand loyalty.

    See All Blogs

    Follow Us

    Follow us to get the latest news from your preferred Social Network

    linkedinlinkedinlinkedinlinkedin

    Popular Posts

    November 14, 2024

    Enhancing constituent experience in government: Strategies for efficient public service delivery

    Read

    November 12, 2024

    The State of CX report: We’ve got plenty to share from our abundance of riches

    Read

    November 6, 2024

    Customer Feedback Unplugged: Harnessing VOC insights to boost agent performance and elevate CX

    Read
    CXone Mpower: Automating every dimension of customer service on the ultimate AI hyper platform

    November 5, 2024

    CXone Mpower: Automating every dimension of customer service on the ultimate AI hyper platform

    Read

    October 29, 2024

    How a focus on soft skills empowers agents and boosts CX

    Read

    More from the blog

    Customer ExperienceNovember 14, 2024

    Enhancing constituent experience in government: Strategies for efficient public service delivery

    Read
    AINovember 12, 2024

    The State of CX report: We’ve got plenty to share from our abundance of riches

    NICE is lucky to have an abundance of riches—I’m speaking of data, of course. Through our proprietary AI built just for CX, we’ve gathered data for over three decades amounting to billions of interactions.

    Read
    Voice of the CustomerNovember 6, 2024

    Customer Feedback Unplugged: Harnessing VOC insights to boost agent performance and elevate CX

    Agent engagement and satisfaction have become proxy measures for CX success, because in study after study, it’s been proven that happier agents lead to happier customers.

    Read