3rd Party Remote Call Monitoring Feature

When we talk about quality customer service, we often think in terms of the local retail store, the consumer goods call center or the restaurant where we get our favorite meal. But what about the healthcare industry – does it matter whether or not your healthcare provider handles your case with the right level of customer care?

The government definitely believes this is important and put this element into the Affordable Care Act. It’s not enough that affordable healthcare be available to all; it also matters how such care is handled in the eyes of the served.

To help in the process, new health insurance marketplaces, known as exchanges, are planned to enroll businesses and private citizens in health insurance coverage for 2014. And, given the importance these call centers play in the success of the ACA, 3^rd party remote call monitoring is likely to be involved.

These exchanges will play an important part in handling the transition in health insurance provisions for callers on the other end of the line. As states join the directives, guidelines for the exchange call centers define how the call center should be run, the information made available to citizens and the services they are designed to deliver. 


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In Oregon, for instance, the state is going to run its own exchange, configuring a health exchange call center to meet with the requirements of the ACA.  Trained support personnel will answer calls from Oregon citizens seeking answers to questions regarding the options and provisions available within the state health exchange.

For states electing to not create their own exchanges, call centers are launching at the federal level. One General Dynamics (News - Alert) subsidiary, Vanagent, recently received a $28.2 million contract to run a call center designed to field questions regarding the new online insurance marketplaces that will enter the market on October 1^st of this year, selling policies.

The federal government is concerned about the confusion that may hit the masses when the Affordable Health Care Act comes into effect. Health insurance marketplaces must be available to citizens by way of exchanges to ensure they have the guidance needed to find the right policies for their families and get the coverage they need. 

While this quality of care for selecting an insurance provider is being mandated by the federal government, what do we do to select the right healthcare provider who will deliver on our quality expectations? Research has found that today’s patients select a provider based on their ability to easily connect and interact through multiple channels. And, when 3^rd party remote call monitoring is in place, the quality experience expected is more likely delivered.

Much change is coming in the healthcare space and the call center industry must be prepared to manage it effectively. With the right tools at the ready, success doesn’t have to be beyond reach.