Health insurance is a complicated product on its own. But as the U.S. transitions to the Affordable Care Act, the health insurance world has grown into a labyrinth of mixed messages.
Solix wants to deliver call center services that help customers to find a map through the maze of health coverage. The company markets its Solix Connect service as a call center that delivers a cohesive customer experience thanks to agents that act as positive brand extensions, comply with HIPAA regulations and deliver services through multiple channels.
For example, health insurers can choose to connect with customers through direct mail, literature distribution, e-mail support, IVR and live agent communications. All agents working for Solix Connect are based in the U.S.
Solix has cultivated expertise in determining eligibility for complex, high-volume insurance programs. Through Solix Connect, the company seeks to support insurance companies dealing with increased call volume from open enrollment, Affordable Care Act questions or attempts to strengthen customer relationships.
Call volume for insurers is likely to increase when open enrollment in state health insurance exchanges starts Oct. 1. Open enrollment will continue through March 31, 2014. To receive coverage starting Jan. 1, 2014, applicants need to secure a policy no later than Dec. 15, 2013.
Additional services offered by Solix Connect include outbound call center functions such as notification of contract changes (including dependent screening), new customer outreach and survey administration. Other inbound services include PCI-compliant order processing and appointment scheduling.
Solix has won multiple awards as an employer, including kudos as an NJBIZ "Best Place to Work" and an Alfred P. Sloan Award for Business Excellence in Workplace Flexibility. The company has also made AARP's list of "Best Employers for Workers Over 50" in multiple years.
Edited by
Alisen Downey
