The University of Arizona Health Plans Improves Customer Service by using a Customer Relationship Management Solution
 
 

The University of Arizona Health Plans Improves Customer Service by using a Customer Relationship Management Solution

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The University of Arizona Health Network is a nonprofit healthcare system devoted to advancing health and wellness through education, research, and patient care. The organization brings together two academic hospitals and their affiliated clinics, the medical practice plan of physician faculty of the University of Arizona College of Medicine, and a health plan division under a name that reflects the organization’s commitment to academic medicine.
 
The University of Arizona Health Plans—which administers four product lines in the community—had an outdated customer relationship management (CRM) system that could no longer support the organization’s growth. The group wanted a new solution that would enable it to continue to deliver high-quality service to a growing member base while reducing costs. 

To meet its needs, The University of Arizona Health Plans deployed Siebel CRM 8.1.1 to effectively and efficiently manage customer service interactions with its more than 130,000 members. Further, using Oracle Business Intelligence Publisher, the organization can more quickly and efficiently deliver regulatory reports related to call types and volumes coming into its call center.

 
 

 
 

Challenges

A word from The University of Arizona Health Plans

  • “Today, consumers and health plan sponsors have many choices, so plans must provide optimum customer service. Oracle’s Siebel solution enables us to provide informed, efficient service, while also streamlining regulatory reporting.” – Leonard Rosignoli, Director of IT, The University of Arizona Health Plans

  • Deploy a flexible and integrated customer relationship management (CRM) solution to effectively manage and respond to health plan member inquiries, including questions related to enrollment, medical coverage, providers, and claims
  • Ensure compliance with healthcare industry regulatory requirements, including reporting related to inquiry volume, customer issues, and more

Solutions

Oracle Product and Services

  • Used Oracle’s Siebel CRM 8.1.1 to effectively and efficiently manage customer service interactions with more than 130,000 health plan members
  • Enhanced collaboration with other departments—including medical management, claims, sales and marketing, grievance and appeals, network development, audit and compliance, and customer care—through improved workflows that enable users to route tasks to other groups and track and manage their resolution
  • Centralized high quality data on a single platform that is easily accessed throughout the organization, enabling individuals tasked with researching customer inquiries about the plan, claims, coverage, and more, to respond quickly and with accurate information
  • Eliminated a cumbersome Microsoft Excel and Access-based grievance and appeals tracking and reporting process by enabling users to manage the entire lifecycle of a customer complaint or inquiry—from intake to outcome and reporting—in Siebel CRM
  • Created a 360-degree view of plan members, enabling customer service representatives to provide the best possible customer service
  • Used Oracle Business Intelligence Publisher to quickly and easily generate regulatory and other reports to meet a vast range of reporting needs for a myriad of functions, including staff performance and regulatory compliance monitoring and reporting, self auditing and compliance monitoring, service request aging, sales and marketing conversions, customer alerts, grievance and appeals process tracking and reporting, and call history and tracking

Partner

The University of Arizona Health Plans turned to Oracle partner Speridian Technologies as its end-to-end development and deployment partner for Siebel CRM. Speridian worked with the The University of Arizona Health Plans to prepare project requirements, scope the timeline, and configure, customize, and integrate the solution. The Speridian Technologies team then rolled out the solution in partnership with the Health Plans IT department.

“We chose Speridian for our implementation because the company knows the healthcare industry and is well-versed in our business complexities and unique regulatory considerations,” said Leonard Rosignoli, director of IT, The University of Arizona Health Plans.