HealthPlan ServicesSM Enhances ServiceLinkSM with Innovative Customer Support Portal
TAMPA, Fla. – (Aug. 1, 2013) – HealthPlan ServicesSM (HPS), the nation’s leading technology, sales, retention and administrative services provider for the insurance and managed care markets, announced today the release of ServiceLinkSM Portal v2.0, designed to increase member satisfaction and retention by enhancing the customer support experience.
“ServiceLink Portal is a fully integrated web application that provides customer service representatives, carrier partners and other affiliates with rapid access to all the data required to support members, brokers and employers,” said Kemal Kvakic, HPS’ director of product development, ServiceLink Online Services. “One of the portal’s many strengths is its ability to improve call quality while reducing call times. Streamlined information access means customer service representatives can resolve calls in just a few mouse clicks, increasing member satisfaction and, ultimately, retention.”
ServiceLink Portal v2.0, which supports online and mobile platforms, is built upon the latest industry standard software framework to deliver more features and faster access to important data. By automating previously manual tasks such as terminations and refunds, the portal creates a more efficient customer service workflow that enables representatives to resolve member issues faster and with greater accuracy.
Key to this is ServiceLink Portal’s integration with HPS’ Interactive Voice Response (IVR) system. When a member transfers out of the IVR system, the live agent to whom they are connected has immediate access to a policy dashboard displaying the member’s information and possible questions. In addition to shorter call times, this integration eliminates the frustration of having to repeat to the service agent information already provided via IVR.
“HPS has built a strong reputation among our carrier partners for delivering innovative technologies that increase member satisfaction and retention,” said HPS CIO James Vertino. “ServiceLink Portal is an excellent example of how the marriage of technology and proven business processes increases customer service quality by decreasing the time members must spend on the phone to resolve issues.”
Future versions of ServiceLink Portal will include self-service functionality allowing members to manage their accounts and find answers to questions at their convenience.
About HealthPlan Services
HealthPlan Services (HPS) is the largest independent provider of sales, service, retention and technology solutions to the insurance and managed care industry. Since 1970, HPS has offered customized administration and distribution services to insurers of individual, small group, voluntary and association plans, as well as valuable solutions to thousands of brokers and agents. HPS’ proprietary, scalable technology provides innovative consumer-facing solutions that are turnkey self-service tools for insurance carriers and distribution partners. HPS offers an ever-expanding array of services to a diverse and growing client base, and administers products that include medical (PPO, HMO, indemnity, consumer-driven), dental, vision, life, disability, cancer, critical illness, accident, long-term care, limited medical, as well as various other ancillary insurance. HPS is committed to providing extraordinary service to its customers. For more information about HPS, visit www.healthplan.com.
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