The Situation
A regional health plan serving over 500,000 members was experiencing declining satisfaction scores and rising voluntary disenrollment. Internal contact center operations were strained, and fragmented vendor relationships made it difficult to deliver a consistent member experience.
The Approach
By consolidating engagement operations with a single healthcare-focused partner, the plan was able to unify its member communication strategy across enrollment, clinical outreach, and service interactions. A dedicated team with deep healthcare training replaced the previous generalist model.
The Results
Within 18 months, the plan saw meaningful improvements in member satisfaction, first-call resolution, and voluntary retention — demonstrating the impact of purpose-built healthcare engagement on core business metrics.