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Cambia Health Solutions: HIPAA is not a reason to ignore people, presented by Jeremy Solly

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In his SocialMedia.org case study presentation, Cambia Health Solutions' Jeremy Solly explains how they launched a social customer care program in a regulated industry.

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Cambia Health Solutions: HIPAA is not a reason to ignore people, presented by Jeremy Solly

  1. 1. MEM BER MEETIN G 40 SOC IALMEDIA. ORG Cambia Health Solutions Jeremy Solly HIPPA is not a reason to ignore people: How we launched social customer care in a regulated industryLearn more about Member Meetings socialmedia.org/meetings SOCIALMEDIA.ORG CASE STUDIES Member Meeting 40 Los Angeles 7-26-2016
  2. 2. 1 1 HIPPA IS NOT A REASON TO IGNORE PEOPLE © 2016 Cambia Health Solutions, Inc. AKA How We Launched Social Customer Care in a Regulated Industry
  3. 3. 2 2 © 2016 Cambia Health Solutions, Inc. Social Media is not for ostriches.
  4. 4. 3 3 © 2016 Cambia Health Solutions, Inc. Our Process was: Inefficient Undefined Reactionary Unhelpful
  5. 5. 4 4 © 2016 Cambia Health Solutions, Inc. HIPPA (or fear)
  6. 6. 5 5 © 2016 Cambia Health Solutions, Inc. “HIPPA is not… … a reason to not share authentic stories.” - Christoph Trappe Nor is it a reason to deny customers the help that they seek.
  7. 7. 6 6 How to Develop the… • People • Process • Platform • Tools © 2016 Cambia Health Solutions, Inc. $$$ To Create.. A Social Customer Care group that answers anyone speaking to our brands on social media within 1 hour. Meet consumers where they are.
  8. 8. 7 7 © 2016 Cambia Health Solutions, Inc. Hub: Social Media Center of Excellence Human Resources Marketing Operations Member Services SalesHealth Care Services Employees Strategic Communications Executive
  9. 9. 8 8 • Unflappable • Problem Solver • With follow through • Curiosity • Adaptable • Desire to Learn • Communication Skills • Timeliness • Interest (we asked) Qualities of a Super Social Care Rep © 2016 Cambia Health Solutions, Inc.
  10. 10. 9 9 Training • New Rep Onboarding • Tool Training • Process Training • On Demand Coaching • Updates: on Process, Tools, Platforms & Best Practices • Quarterly Tabletop Exercises • Annual Review © 2016 Cambia Health Solutions, Inc.
  11. 11. 10 10 © 2016 Cambia Health Solutions, Inc. Choose Wisely…
  12. 12. 11 11 © 2016 Cambia Health Solutions, Inc.
  13. 13. 12 12 Reputation Management + Customer Service CS Lead looks up user in FACETS CS Lead Tags as Rep Mgmt CS Lead posts a response to the user notifying them that we are looking into the case CS lead exhaust resources to resolve; If not resolved create incident brief with information from FACETS and hand off to Stakeholder Comm Lead Not resolved by CS – Stakeholder Comms reviews incident & engages internal SME to resolve issue Stakeholder Comms shares incident brief with SMEs and formulate reply Review with StratComm Mgr in appropriate market Customer Service CS Lead looks up member in FACETS CS Lead posts response w/in 1 hour during biz hours (at least acknowledge that we heard & are working on it) CS Lead: If able (PHI) answer question publically If question requires research or involves PHI schedule a follow up call w/ member CS Lead - close case SOCIAL MEDIA – RESPONSE PROCESS Best Practices for Customer Service Response: 1. Check Facets 2. If member is identified, post response stating that we are working on the issue 3. If not found – DM request for contact info When to use this: When a customer post appears in Social Studio and is evaluated and tagged – Customer Service or Reputation Management & Customer Service
  14. 14. 13 13 © 2016 Cambia Health Solutions, Inc.
  15. 15. 14 14 Lessons Learned • Collaboration • Do’s & Don’ts (Framework) • Clearly defined roles • Industry Resources © 2016 Cambia Health Solutions, Inc.
  16. 16. 15 15 © 2016 Cambia Health Solutions, Inc. Regulators mission is to protect consumers. One of your companies core values should be as well.
  17. 17. 16 16 © 2016 Cambia Health Solutions, Inc. Consumer demand evolves faster than regulators ability to adapt.
  18. 18. 17 17 Results? © 2016 Cambia Health Solutions, Inc.
  19. 19. 18 18 © 2016 Cambia Health Solutions, Inc. Next Steps CSAT Scores 24/7 Service Facets Integration
  20. 20. 19 19 © 2016 Cambia Health Solutions, Inc. Thank You! Jeremy.solly@cambiahealth.com Twitter: @jsolly LinkedIn: /in/jeremysolly Insta: @jdsolly Snapchat: jeremysolly
  21. 21. Learn more about past and upcoming Member Meetings socialmedia.org/meetings MEM BER MEETIN G 40 SOC IALMEDIA. ORG Learn more about Member Meetings socialmedia.org/meetings SOCIALMEDIA.ORG CASE STUDIES Member Meeting 40 Los Angeles 7-26-2016

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