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 We are pausing publication of The Daily Briefing out of respect for the tragic passing of Brian Thompson. We will resume publication of this daily newsletter in the coming days.

Case Study

How SCAN Health Plan leveraged AI to improve call center operations

Discover how SCAN Health Plan harnessed the power of AI to revolutionize its call center operations and enhance member satisfaction. This case study outlines the health plan’s approach, including prioritizing the problem, getting buy-in, selecting a vendor, and implementing education and training.
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Overview

The challenge

SCAN Health Plan aimed to improve call center operations.1 The majority of the plan’s members are seniors who prefer to use the telephone, resulting in millions of inbound and outbound calls annually that span across multiple states. The amount and variability of calls is challenging for member service advocates (MSAs) who are trying to take notes and research information while talking to members and caregivers. As the volume of calls continued to increase, MSAs were trying to maintain a high-quality call experience while also experiencing burnout from their increasing workload. SCAN Health Plan wanted a solution that would help MSAs do their jobs more efficiently, mitigate workload burden, and provide a better call experience.


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AFTER YOU READ THIS
  • Learn about SCAN Health Plan's approach to evaluating and deploying AI solutions.
  • See how SCAN Health Plan improved call center efficiency with AI.

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