Amerigroup: 15% Reduction in Clinical Call Handle Times

Overview

Enhanced Customer Care with Integrated Desktop

Amerigroup is a Fortune 500 company that manages publicly funded health programs for some of the most vulnerable patients in the U.S. The Amerigroup customer care centers were burdened by multiple isolated systems and complex workflows that drove up operating costs and hampered growth, innovation and consistent, high-quality customer service. Increased regulations and industry complexity was making it even harder to provide exemplary service. These customer care centers were manned by 700 customer care associates handling highly regulated health plans across eleven states. Their computer systems actually made their job even more challenging. “Our associates had to negotiate many systems in order to help a member, which made it difficult to support growth, innovation and standardization,” noted Russell Esposito, SVP of Information Technology Services at Amerigroup.

Business Goals

• Improve customer service
• Increase contact-center productivity 
• Reduce operating costs
• Support growth, innovation & consistency

Results

• 50% reduction in downstream claims work
• 50% reduction in new associate ramp-up
• 15% reduction in average handle time for clinical calls
• 30 associates redeployed
• 12.5% reduction in average handle time for all non-clinical calls