Posted by May, 13 2020 8:29 pmon
As the COVID-19 outbreak continues to unfold, many health insurance organizations are receiving much higher call volume than normal, with patients calling to ask how the organization is handling the COVID-19 outbreak. If you’re a health insurance organization dealing with COVID-19, you are likely receiving thousands or even tens of thousands of calls from patients inquiring about specific benefits and coverage policies as they pertain to telehealth services or home health visits during the outbreak.
As COVID-19 cases continue to grow exponentially across the United States, healthcare organizations are taking steps to ensure that patients and policy holders can access the testing and treatments they need. Some states are even issuing emergency orders, asking public health insurance organizations to waive deductibles and copays for patients who need tests now and suspend any prior authorization requirements for COVID-19 tests. This ever-evolving regulatory landscape poses challenges to healthcare organizations and drives patients and policy holders to call their providers in ever higher numbers.
Patients want to know now what their insurance policies are covering. This means your company is likely seeing significantly higher call volumes right now. But while your organization is handling the higher COVID-19 related call volume, you also must also handle the normal calls you receive about referrals and billing.
The COVID-19 outbreak is a scary and emotional time for everyone, including your call center agents and patients. But it is crucial that your call center is taking the time to answer and respond to everyone’s calls, whether they are specifically about COVID-19 or not. Use this simple guide to help prepare your call center to handle everyone’s calls.
For example: “Thank you for calling ACME Insurance’s physicians referral department, this is Jane Doe and I am here to assist you. Thank you in advance for your understanding as I am working from home. How can I help you today?”
Streamline access to answers about coverage impacted by COVID-19 by creating scripts and knowledge bases for your agents. ChaseData’s Agent APP allows the “docking” of any URL (for example a searchable knowledge base) to be visible throughout a call.