Enhancing the customer service experience
There’s nothing worse than calling customer service with a question and leaving with more work, and questions, than you started with. When your employees are busy balancing responsibilities at work and home, they should be able to count on their health plan’s customer service. That’s why Wellmark is taking steps to elevate the customer service experience for our members.
Innovating for higher member satisfaction
New enhancements to our customer service processes empower Wellmark Customer Experience Advocates (CXAs) to proactively resolve member issues and ensure — when possible and appropriate — calls to customer service end without further research by our members. This includes working with entities outside of Wellmark, like a provider or another insurance company, to offer members the personalized support they need.
Tune in to the podcast
Join Becky Brinker, director of operations, and Mary Weber, customer service performance champion, as they discuss the ways Wellmark Customer Service Advocates are enhancing the member experience through our new customer service initiative.
By directly working with third parties, CXAs can provide more timely and thorough answers to members — ultimately reducing repeat calls to customer service and allowing for more meaningful interactions between advocates and members. This not only results in higher member satisfaction but increased CXA satisfaction and engagement.
Making customer service better
As part of our commitment to making health care better, we are constantly evaluating the ways we can positively impact and improve the member experience. Our new approach to customer service not only represents Wellmark’s dedication to assisting our members, but the important role customer service plays in helping members navigate a complex health care system.
Watch or listen to the podcast to learn more.
Employers get more from Health Matters
When you tune in to the Health Matters podcast, you’re hearing from industry experts about the most important topics impacting your business. From mental health to Medicare — our experts talk about it all. You don’t want to miss an episode. For more insights, check out previous Health Matters podcast episodes.