Pega Customer Service for Healthcare

 
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Engage patients, providers, members and prospects with
Pega Customer Service for Healthcare
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Always on

Meet healthcare customers on any channel and deliver outstanding interactions and results across social media, mobile apps, live chat, co-browsing, phone calls, self-service, and in-person visits.

Always there

Know your healthcare customers and their journeys at every engagement. Pega delivers the insights you need to provide a superior customer experience across sales, marketing, service, and care delivery.

Always smart

Anticipate needs of patients, providers, members and prospects. Pega intelligently suggests the next best action, guiding users step by step through a personalized customer service experience.
Stellar service with

Customer Journey Insights

Pega provides complete customer lifecycle management across sales, marketing, service, and care management. Customers experience a tailored journey as intelligent insights are delivered for every channel, every team, and every engagement setting.
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Drive staff success with

Intelligent Guidance

Pega anticipates what patients, providers, members, and prospects need based on context. During interactions, it intelligently suggests the next best action, guiding CSRs to deliver highly-personalized customer service in the contact center and beyond.
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Seamless transitions with

Omni-Channel Experience

Pega equips you to meet the specific needs of patients, providers, members, and prospects by seamlessly transitioning across channels and devices without losing context of the engagement – whether it’s helping a senior checking eligibility or a provider get a prior authorization.
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Optimize service with

Real-time Decision Management

Provide consistently exceptional customer service, delivering intelligent, automated offers and next best actions based on context of the interaction and the needs of the patient, provider, member or prospect.
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Take charge with

On Premise or On Cloud

With Pega, you can develop a customer service capability that reflects your business while supporting HIPAA compliance. Choose traditional on-premise deployments or Pega’s cloud platform, which features a turnkey service providing immediate access to create, test, deploy, and manage applications.
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“Pega has been a flashlight for us in the darkness.”

Laura Ciavola, SVP Medicare and Retirement, UnitedHealthcare

“Pega has been a flashlight for us in the darkness.”

Laura Ciavola, SVP Medicare and Retirement, UnitedHealthcare

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Additional Product Features

Case Management
Keep your promise to your customers: Pega connects all the people and systems for each engagement.
Member Services
Serve your members with a robust set of member-specific services right out of the box.
Provider Services
Serve your providers with a robust set of provider-specific services right out of the box.
Appeals & Grievances
Automate intelligent appeals, grievances, and complaints management.
Pega Co-Browse
Highlight and direct customers to key information while training them to be self-sufficient.
One and Done Service Process Automation
Save time with automated issue resolution, including correspondence and service request audit trails.
Email and SMS Notifications
Keep customers informed via their preferred channel of communication with digital notifications.
Pega Social
Listen to social conversations, analyze customer sentiment, and give an appropriate response.
Satisfaction Surveys
Automatically send customer satisfaction surveys, including NPS, via SMS or email.
Comprehensive Audit Trail
Automatically track actions during customer interactions for clear insight and complete records.
ECM Taxonomy Terms: 
Healthcare
Customer Service
Customer Service
CRM