Topic: Compliance

Innovation and Quality must go hand-in-hand

Regan Pennypacker

Plan sponsors are waiting with anticipation for their 2014 Medicare Star Ratings to be released. Just yesterday, Tufts Health Plan in Watertown, Massachusetts released the news that their Medicare Preferred HMO plan was awarded 4.5 out of a possible five stars. It reminds me of the old Ford commercial jingle where they said “Quality is Job 1″. No truer words apply when it comes to maintaining high quality plan options for our nation’s Medicare beneficiaries.

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Agent Oversight Opportunities

Regan Pennypacker

The leaves will soon be changing, a sign of renewal. It sounds cliche, but I don’t know where this year has gone. There has not been much opportunity to stop and smell the roses while they were still in bloom! CMS has been busy and so have we.

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A Good Script Doesn’t Sound Scripted

Brooke Ivey

American film director Steven Spielberg once admitted that the only thing that gets him back to directing is good scripts. Good scripts help give a film structure, purpose and clarity.  Good scripts are important in the insurance call center industry, too! Read more

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GHG’s Software Sales Sentinel™ Achieves 97% Renewal

Alex Keltner

Gorman Health Group (GHG), is proud to announce that its software, Sales Sentinel™ has achieved a 97% renewal rate, never having lost a client due to performance or dissatisfaction.

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How to Convert Marketing Calls to Leads and Sales

Brooke Ivey

The marketing pieces for your sales campaign have been delivered and the response has been tremendous. Your call center partner must now convert those inbound marketing calls to leads or sales.  What should you expect?

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Agent Oversight Improves Quality and Customer Experience

Brooke Ivey

If you’re like most health plans, you rely on key “glue folks” to keep operations running smoothly.  You know the ones: staff members that embrace their role, mind the details and ensure behind-the-scene efforts improve outcomes.  They may or may not communicate one-on-one with customers, but their efforts contribute in a positive way to the overall customer experience.

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Lake Wobegone Exchanges

John Gorman

One of the most frequent questions I’ve been getting on the health reform speech circuit has been what our expectations are for enforcement activity in the exchanges in Year 1 — and the answer is just about none.

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