Overview

Our contact centers feature robust, secure, feature-rich and scalable technology. We can support multiple channels including voice, chat, email, social media, and mobile and can handle inbound, outbound, or blended approaches. We offer a range of flexible delivery models and include both remote and brick-and-mortar deployments to accommodate countless operational requirements. Most importantly, our seasoned agents, with both functional and system-specific expertise, will provide a superior member or provider experience to solidify your position as a market leader. With over 5,000 licensed agents nationwide and flexible scheduling capabilities, we can provide immediate burstable capacity to handle almost any surge in volume.

Members

Our focus is to provide engaging, personalized communication that enhances each member’s experience of your brand.

 

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Customer Service Center

Agent teams are assembled from a nationwide pool to match specific functional or system-knowledge requirements, as well as fit with the BroadPath approach to delivering a great member experience.

Our services include:

  • Highly skilled agents
  • Voice
  • Multi-channel
  • Surge, overflow, or full BPO models
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Retention & Marketing

A successful member retention lifecycle builds sustained engagement, leading to member loyalty. We deliver member marketing/retention campaigns, including:

  • Welcome and on-boarding
  • Member transitions
  • Medicaid redetermination
  • Go Paperless (e-Document) campaigns
  • Member experience surveys
  • Member preference collection
  • Off-boarding
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Pharmacy

Program delivery includes licensed pharmacists, pharmacy techs, or some combination, and multi-channel integration.  Often multiple outreach points are needed and are tailored to an individual’s medication regime.

Our programs include:

  • MTM (Medication Therapy Management), outbound comprehensive Medication Review (CMR)
  • Medication adherence, outbound
  • RTM (Retail-to-Mail), outbound
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Billing & Collections

Payment in all its forms is a more visible and critical variable in today’s retail healthcare marketplace. Sometimes a simple nudge can help members maintain coverage and access to vital services.

Our programs include:

  • Collection center, outbound
  • Payment center, inbound
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Clinical Screening

We provide specialized agents to support and complement clinical quality improvement programs (HEDIS and Medicare Star) by driving member behaviors and outcome measures, such as improved preventive screening rates.

Our programs include:

  • Women’s health
  • Diabetes gaps in care
  • Colorectal screening
  • Hypertension management
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Compliance

If new or recurring regulatory requirements are stretching your existing resources, we can complete this work and allow your staff to stay focused on other priorities.

Our programs include:

  • Provider directory update/verification

Providers

Our provider services can be used to free up your resources to focus on member-facing interactions, or as a stand-alone surge or outsourced service. Our experienced agents have in-depth claims processing backgrounds and can be cross-trained to handle a variety of functions including complex claims research.

  • Eligibility
  • Benefits
  • Claims status
  • Claims research
  • Prior authorizations
  • Provider directory updates
Get started today.

Find out what BroadPath can do for your organization.

Contact Us
Or call us at: 888.866.0042
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