Archives Mass Tort Strategy Protects Your Interest Company milestone validates superior recovery services Legal Team Turns Complicated Case Into Million Dollar Recovery For Client Technology Upgrade Enhances Call Center Services Pharmacy Claims Subrogation Enhances Subrogation Potential Health Plans and Insurers Turn to Business Process Outsourcing		HRI’s COB Service Returns Greater Recoveries New Customer Contact System Increases Response Rate Healthcare Recoveries initiated a pilot program last year with the goal of improving the response rate on member canvasses to determine primacy -- specifically for our Coordination of Benefits product. Using a new automated outbound call system, Healthcare Recoveries substantially improved the response rate. The new customer contact process enables us to design and manage HIPAA-compliant automated call programs that expedite communication regarding a member’s health plan coverage. Pilot Program a Success With the new technology, when the call is answered, the voice response system asks a series of questions that require a simple yes or no response. If the member indicates they have another insurance carrier, the call is rerouted to a coordination of benefits specialist. The pilot tracked the response rate using automated outbound calls compared to the existing process. Nearly 2,300 members were contacted. Making outbound calls with a voice response system was more effective in obtaining the necessary information from members than letters and more economical than calls made by live agents. The result was a 23% higher response rate. New Process Now Available Healthcare Recoveries is now using this new customer contact process on a client-by-client basis, as appropriate. Clients are asked to preview the sample message prior to implementing it for their members. Healthcare Recoveries continually works to incorporate new technology and operational strategies as we seek to provide our clients the best recovery services in the industry. If you have any questions about our services, please email us at healthcarerecoveries@hcrec.com.

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