Informis Medicaid Advantage Call Center Services
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The primary business of Informis Health Solutions is to answer calls that come from Medicare Advantage (MA) health plan marketing activities and enroll callers. The company works in the highly regulated health insurance and healthcare markets, primarily providing telesales, telebrokerage member acquisition services as well as member, provider and broker services to health plans that sell Medicare Advantage (MA) insurance plans. Through the development of innovative, member-centric, cloud based applications combined with call center and best practices expertise, Informis consistently produces enrollment rates 50% to over 300% higher than the competition, increasing revenue while reducing MA plans’ cost per enrollment. Informis offers plans telesales (pay for service) and telebrokerage (pay for performance) services, providing the flexibility to improve productivity, test new sales models and to rapidly expand into new markets. Informis also boasts the ability to rapidly, cost-effectively and massively scale up and down without compromising compliance or service quality. With a startup time that can be as short as a few weeks, and the ability to scale up to 500 Customer Service Representatives on demand, Informis can also provide overflow and after-hours call center coverage during AEP, helping to solve your CMS-mandated coverage requirement while managing costs and overcoming operational challenges.
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Informis Medicaid Advantage Call Center Services
- 1. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved May 28, 2016 David Shiba David.Shiba@informis.com 312-213-9920 AN INTRODUCTION TO INFORMIS HEALTH SOLUTIONS MEDICAID ADVANTAGE CALL CENTER SERVICES
- 2. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 2 History Pearson sells division to Veritas Capital who names the company Vangent Pearson Government Solutions (1-800- MEDICARE) recruits founder to build Informis Initial version of enrollment solution launches; Vangent signs first customers Vangent sells its 1-800-MEDICARE contract and Informis to General Dynamics Vangent continues to develop solutions, releasing four versions of its MA products Informis lands Illinois ACA Help Desk Contract; takes 35,000 calls in one day Informis begins serving WellCare after they acquired Windsor Sixth version of solution released that includes member- centric data architecture Informis starts aggressively growing Telesales Informis becomes an agency to launch Tele- brokerage 2008 thru 2011 2012 2013 2014 2015 2016 Founders acquire Informis from General Dynamics 2004 thru 2007 Founder conceives Informis while helping plans with their Part D rollout
- 3. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 3 Informis Health Solutions Testimonials and Commendations Call Center Enrollment Performance (6/15) 5 Star Performance (7/15) Outstanding Compliance (5/15)
- 4. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 4 informis Enroll™ Convert leads to enrollments at up to 3 times the industry average Data provided by Informis Customers MA phone enrollment rate % per qualified lead vs. competitors
- 5. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 5 informis Enroll™ Case Study Informis was setting agent / broker appointment unless caller asked to enroll over the phone Customer wanted to replace agent and broker sales with over-the-phone sales We exceeded phone enrollment objectives – achieved a positive ROI in less than 6 months Over a four year period, Informis helped reduce customer’s cost per enrollment by over 60% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Responses 6,122 6,011 8,565 7,064 5,457 4,227 4,305 4,707 3,282 14,463 23,414 15,458 Qualified Leads 3,833 3,644 5,192 4,205 3,554 2,864 3,116 3,288 2,247 11,870 21,564 14,363 Agent Home Visits 1,169 1,013 926 905 515 288 213 291 3 2 3 0 Phone Enrollments 530 566 725 674 803 888 824 741 576 2,567 4,257 4,215 Home Visit rate 30.5% 27.8% 17.8% 21.5% 14.5% 10.1% 6.8% 8.9% 0.1% 0.0% 0.0% 0.0% Phone Enroll rate 13.8% 15.5% 14.0% 16.0% 22.6% 31.0% 26.4% 22.5% 25.6% 21.6% 19.7% 29.3% Tasked in March to drive phone enrollments over agent visits Dedicatedagents let go In August informis EnrollTM doubled phone enrollments Data provided by Informis Customer
- 6. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 6 informis Enroll™ A great idea + millions in development + nine years of continuous improvements = Best Medicare Advantage sales solution Technology People Process Intelligent call routing – routes calls to best available selling resource Scripts – 9 years of sales experience “baked” into fully compliant scripts Metrics – proprietary, sophisticated, database drives “hello to enroll” marketing effectiveness reports Flexible – speeds implementation; changes make it to the floor quickly; scales up or down easily Reliable – Less than 3 hours of downtime in 9 years Hiring and Training – Evolved from 1-800-MEDICARE program Best Practices – embedded in scripts; drives sales & compliance Quality Control – CMS Five-Star rated program Responsive – Process to rapidly implement “game changing” improvements during AEP Modeling – accurately predicts results and required staff based on marketing spend by channel Experience – 80% of staff with Informis more than 4 years Expertise – Customers rely on our knowledge Licensed – Reps licensed nationwide Pay for Performance – Incentive programs drive CSR performance Exceptional PM Team Proven highest lead to sales results in the industry + + How Informis Delivers Superior Results
- 7. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 7 informis Enroll™
- 8. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 8 informis Enroll™ Our reports are a key differentiator Provides cost-per-enrollment clarity “Hello-to-enroll” data captured in prospect / member-centric database enables timely, results-driven allocation of marketing spend Marketing Effectiveness Report –TV Campaign Response by county Marketing Effectiveness Reports
- 9. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 9 informis Enroll™ Marketing Lead Generation Summary/Channel Reports
- 10. Informis Proprietary and Confidential Information © 2016 Informis Health Solutions LLC. All Rights Reserved 10 informis Retain™ Help Desk (ACA Get Covered Illinois) Provider and Member Services Benefit and Eligibility Verification Scope of Appointment Welcome Calls Outbound Enrollment Verification Flu Shot Reminders Premium Reminders PCP Verification and Validation Annual Wellness Visit Scheduling Business Reply Card / Direct Mail Processing HRA HEDIS Screenings Medication Management Calls PDP Upsell Extra Help / LIS Validation and Reinstatement Member Fulfillment / Material Requests Event / Seminar Scheduling Physician Recruitment Authorizations American with Disabilities Act Verification Contact Interaction Management Pre-CAHPsSurveys Disenrollment Surveys ANOC Calls Care Management Long Term Care Assessments and Referrals Member Satisfaction Surveys Provides comprehensive year-round member services