Overview

Health plans are facing unprecedented challenges and opportunities. Over the next few years the competitive landscape will dramatically shift, as reactive and slow-moving organizations are displaced by innovative market leaders who focus on creating sustainable value.

BroadPath can be a key partner in your strategic plan. Our agile and flexible solutions in sales, service, and administration allow health plans to respond to urgent developments quickly – rolling out new products, establishing new operations, or reacting to changing market dynamics.

How We Do It

Surge
Support

Short-term, managed capacity for telesales, customer service, claims, appeals, and other functions. Think call center or claims shop in a box for 2-10 month projects. We can provide just experienced talent or include the systems, workflow, training, management, and QA to deliver turn-key. For best results plan with us in advance, if not we still have you covered.

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Overflow
Capacity

We eat unexpected surges and spikes for lunch. Layer our overflow service into your operation to increase agility and responsiveness, allowing you to handle both what you did and didn’t plan for. With a small but continuous presence, we take the peaks and valleys out of your equation so you can work on important strategic initiatives.

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Business Process
as a Service (BPaaS)

Flexible and adaptive administration of sales, service, and claim-related business processes. Our solutions are integrated into your organization and designed to work for you – providing support when, where, and how you need it. And since we are not a multi-billion dollar offshore conglomerate, you will get the attention and resources you need to drive success.

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Results

  • Telesales and Field Sales

    A state Blue Cross Blue Shield (BCBS) plan, already the predominant carrier with almost 80% market share, needed to prepare for a unique “private option” Medicaid expansion which would present as many as 250,000 new prospects. The federally-administered exchange was launching at the same time which presented both retention and new enrollment opportunities in the non-Medicaid individual market. The BCBS plan developed a “Go-Blue” and “Stay Blue” strategy which required a larger contact center operation and field sales presence statewide. The client engaged BroadPath to provide telesales, member retention, and field agent support with the understanding that a flexible partnership would be essential to succeed in a dynamic, rapidly evolving environment.

    • Challenge:
      Help our client capitalize on Medicaid expansion and the new exchange with highly flexible telesales and member retention solutions. Provide highly experienced licensed field agents to grow retail presence and enroll new members within the under and over-65 markets.
    • Solution:
      We deployed an end-to-end sales and member retention call center with 56 FFM-certified agents processing enrollments directly on the exchange. Our cloud-based ACD/IVR was used for telephony with the client providing a proprietary CRM and subsidy estimator tool. Our staff was trained by the client with BroadPath performing all management, QA, and scheduling. In the field, we deployed 42 licensed agents to staff 7 regional offices, 18 big-box locations, and 19 special event venues to sell Medicare, Medicaid, and individual plans. Our staff was co-managed by onsite client supervisors, BroadPath supervisors, and our regional Project Manager.
    • Results:
      The engagement was very successful for our client and allowed them to fully capitalize on the new opportunity while minimizing member churn. Overall our combined teams handled over 15,000 new enrollments and drove a member retention rate of over 85%.
  • Custom CRM Development

    A startup Medicare Advantage plan in eastern Tennessee hired BroadPath to provide a fully outsourced year-round telesales solution. At the time, executive leadership had not selected the core technology platforms to handle CRM and broker credentialing functions. BroadPath agreed to develop a customized salesforce.com CRM platform that would integrate with our telephony system, automate key field agent and telesales functions, handle the broker credentialing process, and facilitate CMS compliance and reporting.

    • Challenge:
      Develop an end-to-end salesforce.com solution, customized to the Medicare Advantage sales cycle, to manage the agent credentialing, field sales, telesales, and compliance functions.
    • Solution:
      Our force.com team worked with the client to scope high-level functional requirements and began development.
      Highlights include:
      – New agent portal to automate credentialing, from application through writing number issuance.
      – Lead assignment rules to ensure high quality leads were assigned to most successful agents and were followed up on within 48 hours.
      – Sales event reservation system with Google maps integration.
      – OEV process automation and compliance reporting, including: call documentation and automatic letter triggers with mailroom integration.
      – Custom call scripting tool for streamlining call handling and enrollment processes.
    • Results:
      During the 2013 -2014 AEP, our Medicare CRM solution helped our client credential over 300 agents and automate the telesales and enrollment process for all new Medicare members. Our client continues to use our Medicare platform.
  • Field Sales Support

    A national Medicare Advantage plan needed additional agents to provide territory coverage during the Annual Election Period (AEP). They had previously worked through the broker agency channel (FMO, SGA, etc) with marginal results and had limited success hiring captive agents themselves. They hired BroadPath based on our national footprint and ability to deliver Medicare-experienced agents quickly.

    • Challenge:
      Quickly mobilize a team of Medicare-experienced licensed agents within to handle in-home appointments and facilitate sales seminars with a 12-state territory.
    • Solution:
      BroadPath assembled an experienced team of 12 licensed Medicare sales agents in less than 3 weeks. The agents were located around the country in 12 different states and focused on selling Medicare HMO and dual plans. Each agent worked 7-days each week to accommodate a range of meeting schedules. They used rented cars to cover each territory, following up on leads and facilitating sales seminars and community presentations.
    • Results:
      Our client was able to assign experienced BroadPath reps to uncovered and under-covered territories very quickly and with little preparation. Our agents delivered exceptional results with close ratios at or above their captive agent pool, and our solution was incorporated into the client’s AEP staffing model going forward.
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Testimonials

  • “I want to personally thank each of you for a job well done. Because of your dedication and commitment to excellence, you not only reviewed over 6,000 records, but you completed the task on time. We are able to meet our deliverable because of you… You surpassed our expectations!”

    Department Supervisor | Top-rated CMS Administrative Contractor
  • “We are extremely happy with the BroadPath team.  They have really moved mountains here and everybody recognizes that.”

    Director Part B Claims | Top-rated CMS Administrative Contractor
  • “In addition to making our SLA’s we also achieved the highest member satisfaction in over four years during Q4 – a remarkable achievement given our high volume. Thanks to you and the entire BroadPath team for your critical support in achieving these goals. When we started talking early last year there were many unknowns… Happily it was a great plan and one that was proven to be very effective. Please share our thanks with your project management team and all the other key members of your team. My sincere thanks for your support and professionalism in working with us.”

    Director of Customer Service | Five-Star Rated Medicare Advantage Plan
  • “I’ve been extremely pleased with the work of all the BroadPath associates. All of them have been very professional in their dealings with the applicants, eager to provide help, and very much a part of our efforts to eliminate our untimely inventory and manage our revalidation efforts. I’m grateful to all of them for their work and very happy they are here!”

    Department Manager | BCBS plan in Southeastern U.S.
  • “You and your team are doing a wonderful job managing through this very busy open enrollment. It’s challenging to balance staffing needs with high volume, nights, and weekends and continue to make outbound calls. The results show you are striking the appropriate balance. It’s great to hear the positive feedback from members… Your efforts are appreciated!!”

    Senior Vice President | One of the nation's highest rated regional plans
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