>>MEDFONE Helps HMO Provide Insurance To Over 200,000
Economically Underprivileged Members
A major state-wide managed care organization was sought to establish a variety of free or low cost health insurance plans for families with limited incomes. Based on the nature of their program, they were approved and overseen by the New York State Department of Health. This organization needed a call center to recruit and help retain members. Their mission is to make sure that every man, woman and child-regardless of age, race, sex, religion, citizenship or ethnic background – has access to quality healthcare. They needed a call center to process after hour calls from members who needed assistance reaching their primary care physician and to provide member support as well as provider support. As their program grew, they also required lead generation and lead qualification services.
After extensive consultation with this client
MEDFONE developed an after hour service program that has become a Help Desk for member and provider inquiries. This includes, but is not limited to, assisting callers in reaching their primary care physician; verifying eligibility by managing their database; providing information regarding pharmacy and dental benefits; arranging transportation services; and processing calls for behavioral health issues.
Concurrently, MEDFONE developed and implemented a 24/7/365 inbound lead generation and qualification program to support their aggressive, State-wide marketing campaign.
MEDFONE documents caller information and, on a daily basis, distributes leads to the appropriate regional marketing team located within the State.
MEDFONE has helped this organization meet and maintain its strict regulatory requirements for 24 hour coverage.
MEDFONE has also enhanced the organization’s member and provider relations and has helped the company enroll over 200,000 members – more than doubling its membership.
MEDFONE’s solutions are continuing to help this organization realize its mission.
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