DALLAS, July 11 /PRNewswire/ -- The Beryl Companies, the nation’s largest healthcare-exclusive customer interaction center, has published a case study demonstrating the value of its partnership with Indianapolis-based, M-Plan.
The HMO began searching for a call center outsource partner after a troubling conversion to a new computer system and the acquisition of a large new client with thousands of new members. The result was a flood of member calls that overwhelmed the telecommunications system, increased caller wait times, contributed to high call abandonment rates, and produced sharply lower member satisfaction scores.
M-Plan chose Beryl as its outsourced partner based on its reputation for providing unparalleled customer service, its teamwork approach, its ability to quickly learn and understand the challenges facing the client, and its commitment to helping its clients successfully achieve their goals.
The case study shows Beryl’s ability over the past 24 months to significantly reduce caller wait times, dramatically reduce call abandonment rates, and significantly increase member satisfaction scores. Based on its successful performance, Beryl’s relationship with M-Plan has expanded to include a variety of caller services including benefit coverage, member eligibility, PCP referrals, network and address changes, ID card requests, and out bound new member welcome calls.
To obtain a copy of the case study, visit Beryl’s Web site at http://www.beryl.net .
Since 1985, more than 500 hospitals, hospital systems, insurance plans and other healthcare organizations have trusted their customers to The Beryl Companies. In that time, Beryl’s call advisors have served more than 16 million callers by providing physician/service referrals, health information, telephone nurse triage and class/seminar registration to hospital callers and enrollment and benefit information to insurance plan members. A million more have interacted with Beryl via email and the Internet. The Dallas Business Journal has named Beryl one of the “Best Places to Work” in the Dallas/Fort Worth area for three consecutive years. More information about Beryl is available at http://www.beryl.net .
M-Plan, one of the largest health plans in Indiana, was organized in 1989. It is one of the few provider-owned health plans in Indiana, and is a wholly- owned subsidiary of The Healthcare Group, LLC. M-Plan offers two products: M-Plan, the commercial health plan and Senior Smart Choice, a Medicare Cost product.
The Beryl Companies
CONTACT: Tom Peck of The Beryl Companies, +1-214-497-6759
Web site: http://www.beryl.net/