CodeBaby Launches Medicare Expert Virtual Assistant to Help Increase Online Enrollment and Reduce Call Center Costs
Medicare eligible participants can track their health behavior on smartphones, but still don’t have the right tools to navigate the Medicare landscape. Sometimes they have no choice but to spend hours on the phone with call center agents. We eliminate the frustration for seniors and reduce the cost for marketplaces through IVAs that are consistent in their quality and services." -Ray Catudal, Director of Healthcare Consulting, CodeBaby
The costs around decision support is on the rise for public and private health insurance marketplaces, with more than 10,000 people becoming eligible for Medicare every day but only 10 to 15 percent of enrollments happening online. CodeBaby, a global customer engagement and intelligent virtual assistant (IVA) technology provider, today introduced a program to help marketplaces reduce call center costs and become more consumer friendly when it comes to Medicare enrollment.
The CodeBaby Medicare pilot program offers these marketplaces the ability to place a Medicare Expert IVA on any webpage to help seniors understand their coverage options and enroll in Medicare Advantage, Part D, or Medicare Supplement plans online. And with IT organizations planning for the upcoming Medicare annual enrollment period from October 15 through December 7, the Medicare Expert IVA is available during and after enrollment.
By offering marketplaces a Medicare Expert IVA, they can test the technology while experiencing the ROI of investing in interactive decision support, including increasing enrollment by up to 18 fold or reducing call center costs by up to 30 percent.Codebaby’s Medicare Expert IVA is a year round tool that can help seniors utilize their benefits post enrollment.
Due to its 365/24/7 deployment it is permanently there to help answer questions and enroll not only during the Annual Enrollment Period (AEP), but also during Initial Enrollment Periods (IEP), Special Enrollment Periods (SEP), General Enrollments Periods (GEP), and more.
“Medicare eligible participants can track their health behavior on smartphones today, but when it comes to navigating the Medicare landscape, they are still not being provided the right tools to make the process easier and hassle free,” said Ray Catudal, Director of Healthcare Consulting, CodeBaby. “Sometimes they have no choice but to spend hours on the phone with call center agents. We eliminate the frustration for seniors and reduce the cost for marketplaces through IVAs that are consistent in their quality and service.”
With research saying 57 percent of inbound calls come from customers who first attempted to resolve their issue on the company’s website, CodeBaby is making it easier and more cost effective for healthcare marketplaces to tackle this challenge with an interactive avatar that is akin to the most knowledgeable and reliable customer associate to help the online customer.
CodeBaby is a global digital engagement and intelligent virtual assistant (IVA) technology provider. Leveraging emotional engagement and video game expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, financials, banking, and eCommerce. CodeBaby is an Oracle Gold partner, and was recently named a 2014 eHealthcare Leadership Award Winner for providing innovative solutions in healthcare. Visit us at http://www.codebaby.com or follow us on LinkedIn and Twitter @CodeBaby.
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