Medallia Launches Healthcare Payer Member Retention and Engagement Suite
August 17 2021 - 8:00AM
Business Wire
Enables Payers to grow and retain members by
delivering seamless and connected experiences.
Medallia, Inc. (NYSE: MDLA), the global leader in customer and
employee experience, today announced the launch of the Medallia
Healthcare Payer Member Retention and Engagement Suite. The
Healthcare Payer Member Retention and Engagement Suite enables
insurers to engage members at key moments during the journey by
gathering instantaneous feedback and insights across all channels,
surfacing insights to the appropriate teams, and providing
recommended actions for a better member experience.
“As it was for most businesses, the pandemic presented complex
challenges for healthcare payers regarding coverage and access to
care. Healthcare consumers are making decisions based on
interactions with their insurers, in near real-time. This dynamic
is forcing the industry to take a data-driven approach to engaging
members at the right time, with the right message, via the right
channel to create more valuable and trusting relationships, driving
better long-term outcomes,” Steven Carleton, Vice President
Customer Experience, Premera Blue Cross.
The new offering from Medallia addresses a number of payer use
cases and needs, helping payers:
- Improve engagement by listening, understanding, and responding
to the needs of members
- Decrease churn by empowering teams to resolve friction in the
journey and meet members in the moment
- Attract new members by delivering seamless and connected
experiences with consumers
- Improve efficiencies and ease of doing business by optimizing
digital communication channels
“With increased competition in a price sensitive market, payers
are finding new ways to differentiate themselves with consumers and
members through improved experiences,” said Toni Land, Head of
Clinical Healthcare Experience, Medallia. “Leveraging
industry-leading experience management capabilities, Medallia
partners with payers to help design and implement effective,
scalable engagement programs with measurable outcomes.”
The solution includes:
- Real-time feedback mechanism for capturing member experiences
throughout the entire journey, whether in app, digital or over the
phone
- SMS communication to find an appropriate care provider, manage
the claims process, and engage members pre and post encounters
- Text analytics to identify themes and trends across the
specific member populations with the use of AI and machine
learning
- Video communication platform to prioritize high-risk members,
address service recovery needs, and give members an opportunity to
leave feedback throughout the process
- Speech analytics to surface insights from every conversation,
combine with other channels for a complete member view, and address
pain points in real time
- Digital engagement and analytics solution to enrich real-time
experiences by cutting through noise to prioritize and address what
matters most
For more information please visit
https://www.medallia.com/xchange/healthcare-payer-member-retention.
About Medallia Medallia (NYSE: MDLA) is the pioneer and
market leader in customer, employee, citizen and patient
experience. The company’s award-winning SaaS platform, Medallia
Experience Cloud, is becoming the experience system of record that
makes all other applications customer and employee aware. The
platform captures billions of experience signals across
interactions including all voice, video, digital, IoT, social media
and corporate messaging tools. Medallia uses proprietary artificial
intelligence and machine learning technology to automatically
reveal predictive insights that drive powerful business actions and
outcomes. Medallia customers reduce churn, turn detractors into
promoters and buyers, create in-the-moment cross-sell and up-sell
opportunities and drive revenue-impacting business decisions,
providing clear and potent returns on investment. For more
information visit www.medallia.com.
© 2021 Medallia, Inc. All rights reserved. Medallia®, the
Medallia logo, and the names and marks associated with Medallia’s
products are trademarks of Medallia. All other trademarks are the
property of their respective owners.
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