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New Varolii Member Care Solution Leverages Mobile and Voice to Reduce Pharmacy Benefit Management Costs and Improve Member Experience
SEATTLE, WA, Apr 03, 2012 (MARKETWIRE via COMTEX) --
Varolii Corporation, a market leader in customer interaction
management, today introduced its Member Care Solution to help
pharmacy benefit managers (PBMs) improve member communications using
personalized communications through managed text and voice
interactions.
Varolii's Member Care Solution addresses the top challenges of
pharmacy benefits managers -- tighter call center budgets, members
demanding a retail consumer experience, rising prescription costs,
and revenue loss due to a highly competitive marketplace and
medication non-adherence. In fact, prescription non-adherence costs
the overall healthcare system an estimated $290 billion annually, and
much of this is directly linked to people either not taking the
medications prescribed to them correctly or not taking them at all.
With more than 50 percent of the U.S. population taking at least one
prescription medication and 3.5 billion prescriptions written by
doctors each year, PBMs are on the front-line to stop the impact of
non-adherence.
Combined with limited call center budgets and resources, PBMs face a
significant hurdle in streamlining their operations while still
proactively reaching members to reduce medication non-adherence and
deliver a better member experience. To help address these issues,
Varolii is already helping two of the four largest PBMs in the U.S.
to reduce inbound calls with proactive order status applications,
including delivery time confirmation and temperature-sensitive
medication scheduling, freeing agents or nurse staff to speak with
members that have more urgent or complex needs.
"With the rising volume of prescriptions to fill and limited contact
center resources, it is getting harder for PBMs to communicate with
their members efficiently and effectively," said Andrea Austin, vice
president of healthcare at Varolii. "These changes are forcing PBMs
to find new ways to provide timely reminders, updates and
self-service options for their members. Our solution provides PBMs
with an intelligently-managed option to proactively create better,
more personalized, interactions -- and outcomes -- for their
members."
Varolii's Member Care Solution can provide self-service order status
and delivery time confirmation, refill reminders, generic switch,
retail-to-mail conversion and physician authorization through a wide
range of cloud-based member interaction applications. From a
performance standpoint, the solution also helps PBMs to surpass
client service level agreements and meet government regulatory
requirements more effectively.
The solution can have a significant impact on the overall member
experience at a reduced cost through improved member reach and
engagement, self-service options and clear and timely communication.
In fact, a Center for Connected Health study in 2010 found 38 percent
higher medication adherence rate when employing a cross-channel voice
and text reminder program through Varolii and a partner solution.
With the Member Care Solution, providers can also:
-- Leverage Varolii's expertise to gain express consent for text
messaging and to confidently move forward with mobile solutions that
utilize Varolii's HIPAA-compliant implementation process
-- Improve operational efficiency by directing members to self-service
options
-- Cut operating costs by implementing generic switch, retail-to-mail
conversion and physician authorization applications
-- Enhance member experience with interactive design services that offer
professional voice quality, state-of-the-art message mastering and a
deep library of medication names
-- Utilize Varolii ID(TM) to automatically personalize and refine
member and patient interactions beyond mere segmentation, enabling
healthcare organizations to communicate on a one-to-one basis.
The new Member Care Solution is a part of the larger Healthcare
Interaction Suite, which leverages Varolii's cross-channel and rich
personalization Interact platform with cloud-based applications
across managed text and voice channels. The Varolii Healthcare
Interaction Suite provides a flexible, cost-effective way for
healthcare organizations to quickly and efficiently augment member
and patient communications.
Varolii enables more than 400 organizations to reach consumers or
employees in a smart, personalized and cost effective way with its
award-winning Varolii Interact Platform. Varolii works with leading
Fortune 1000 companies. Varolii healthcare applications, including
more than 250 PBM applications, generate more than 150 million
proactive multi-channel interactions with more than 12 million
patients each year. More than 40 healthcare organizations use the
Varolii Interact Platform for critical communications to boost
program enrollment, engagement and outcomes, increase medication
adherence and refill volume, and more.
About Varolii Corporation
Varolii is a leading provider of customer
interaction management applications. Our cloud-based communication
service help organizations more effectively interact with large
numbers of customers and employees through voice, text messages,
smartphone applications and email, reducing cost of operations and
improving service. The company's award-winning Interact platform
enables companies to deliver personalized communication on a large
scale, achieving better results from fewer interactions. More than
450 companies trust Varolii to manage more than four million
interactions every business day. For more information, visit
www.varolii.com.
For more information:
Jessica Kendall
Edelman PR
206-268-2231 (office)
210-859-6971 (mobile)
Email Contact
SOURCE: Varolii
http://www2.marketwire.com/mw/emailprcntct?id=61ACA99967EFFC58
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