Regulatory Headwinds: CMS Compliance and Oversight
Is Your Medicare Advantage CRM Accelerating Your Growth?
We always make the distinction that the capabilities of MedicareCRM® extend far beyond that of a traditional CRM solution. It’s a Medicare Advantage-specific workflow automation tool that's proven to accelerate member acquisition and growth. In this competitive landscape, the technology that you utilize for your Medicare Advantage marketing and sales efforts must help you outpace the competition, focus marketing spend, and produce ROI quickly. Here’s one example from our client, UPMC Health Plan, whose Medicare Telesales team won the gold 2018 Stevie Award for Telesales Team of The Year. Read more from UPMC Health Plan about how they leverage Cavulus MedicareCRM in their operations to achieve award-winning and industry-recognized results.
Scalability has been an essential requirement…our call volume between sales periods varied from an average of 2,023 calls to over 16,700 per month or over a 700% increase. Central to meeting our strategic objectives is the aggressive leveraging of technology. By partnering with Cavulus, our CRM, we have been able to create new interfaces with our telephony system to track marketing campaigns, route leads to the applicable sales team and it’s where we document our engagement with customers.
We have also created functionality for a sales representative to route leads to a dedicated unit. This seamlessly enables the transfer of work between teams empowering us to leverage our scalability to ensure that all leads are worked in accordance with department standards.
We partnered with Cavulus to develop a Telephonic Enrollment module utilizing dynamic scripting based on customer’s personal information, responses during the call enabling us to maintain compliance in a tightly regulated environment and utilize scalable staffing with minimal training required.
Our sales results have been proven with 100% of our activity over the phone resulting in 80% of our sales being taken telephonically. Between July 2016 and June 2017, the telesales team obtained an average percent to goal of 114%. These achievements contributed to UPMC for Life’s revenue and lead in market share growth among our major competitors. We serviced over 56,000 calls. Federal standards mandate a service level greater than 80% and an abandonment rate less than 5%. We achieved an average service level of 94.3%, and an abandonment rate of 1.6%.