A primary factor in determining loyalty and satisfaction is the healthcare consumer’s experience with the customer service department of their health plan or provider. Health plans and providers can rely on SPH Analytics’ Call Center Satisfaction Surveys to measure the perception of their patients and members who interact with customer service.
SPH has administered Call Center Experience Surveys for health plans and healthcare organizations nationwide. We have developed an effective outreach protocol that ensures consistency and reliability for achieving internal goals.
Research has found that the call center and claims processing experiences significantly influence how members rate their overall satisfaction with the health plan.
The Call Center Satisfaction Survey can be a powerful quality intervention for making change and improving member services and/or CAHPS customer service scores.
An ongoing survey program allows plans to track progress over time and measure the effectiveness of customer service improvement initiatives.
SPH Analytics has more than 25 years of experience driving quality program success. We have the experience and expertise clients trust to improve clinical care, enhance patient experience, and reduce costs to meet the Triple Aim.