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Research & Analytics

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Quality Assurance

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Health insurers, plans and providers get exactly one chance to welcome a new member. That experience should be one that informs and educates and – perhaps most importantly – makes a new member feel that they’ve made a good decision.

The right welcome goes a long way toward building a satisfied member.

LifePlans, through its National Customer Contact Center has the experience (over 20 years); state of the art technology infrastructure; clinical and non-clinical staff; and commitment to ongoing training and quality assurance, to conduct New Member Welcome programs on your behalf.

New members receive welcome calls from a highly trained, professional agent who will deliver the messages and gather the information you require to ensure a successful on-boarding. Our agents are able to:

  • Educate and coach new members according to specific scripts developed by the health plan/insurer
  • Discover new diagnoses and conditions unknown to plan through the application of a more detailed health risk assessment
  • Determine whether someone may qualify for a specific disease management program
  • Give a friendly voice to a new and complex organization that can be difficult for the elderly population to navigate

Member education is critically important when managing risk and costs. The more educated the member, the better they will understand the options and resources available to them to live healthier lives. Healthier lives result in fewer claims, lowered member support costs, higher member loyalty and referrals, and improved STAR Ratings.

We specialize in personalized call center solutions designed to meet your unique needs and requirements. We are currently working with over 40 large healthcare and long-term care customers delivering successful engagement results for hundreds of thousands of their members annually.

New Member Welcome programs can be leveraged for the long term or accessed on a periodic basis during peak volumes or unexpected emergencies.

Learn more about how LifePlans New Member Welcome programs can support better health and business outcomes for you and make your new members feel smart about the choice they’ve made.

Health Insurers, Plans or Providers Contact:

Marc Cohen
Chief Research and Development Officer