ikaEnterpriseService

Raising the Bar on Customer Service and Satisfaction 

Exceptional customer service is an essential component of every  successful health plan and an important differentiator in today's highly competitive market. ikaEnterpriseService delivers the exact level of support that any health plan needs to ensure its customer service function runs smoothly, efficiently and effectively.

Extensive Customer Service Workflow and Tracking Tools  

ikaEnterpriseService is an integrated call center solution that gives frontline customer service and resolution representatives the tools and information they need to increase customer satisfaction and top-line service:

• Robust, flexible technology. With ikaEnterpriseService, health plans can configure user-defined call categories and subcategories, with scripted call documentation to drive improved customer relationships. In addition, fully configurable, automated work queues enable the rapid routing of inquiries to other departments or individuals within the health plan.
   
• Secure record maintenance. Once added to a call record, information cannot be deleted or edited; information can only be updated or supplemented. ikaEnterpriseService produces complete historical documentation of all transactions in the inquiry. Each inquiry automatically receives a control or sequence number for tracking purposes, which enables streamlined record retrieval.
   
• Multi-faceted rule- and role-based configuration. User access privileges can be controlled at the screen or module level, then further defined by full access, read only and read/write access. In addition, different roles can be configured for different types of users. The flexible configuration includes a set of workflows,
  transactions and core services that meet the specialized needs of the customer service environment.
   
• Easy tracking tools. A follow-up timeframe can be assigned, and the system will track all steps until the task is closed and completed. Each step is contained in the log, including user, date and time of the activity. All activity becomes part of the member's record. If a task is not completed in the established timeframe, the task becomes red in the queue of the person to whom it was assigned, as well as the supervisor so that it can be worked as a priority.
   
• New-member workflows. A daily new-member extract drives generation of new-member kits/ID cards and supplies a daily listing for new-member outreach calls. The system captures all fulfillment details. 

Comprehensive Reporting  

ikaEnterpriseService has robust reporting capabilities. For example, reports can be generated:

• By call category, line of business, type of call/caller, person handling, status, time to issue resolution, etc.
   
• To quantify volume, sorted by CSR, client and/or employer group and sub-sorted by call categories and subcategory codes
   
• To identify unresolved (pended) member calls, sorted by CSR and call reason code
   
• To administer grievances and appeals

Request a Demo