OK
X

A T T E N T I O N !

Tickets on sale for our own 'Industry leading, highest rated' event out there!

The NEXT GENERATION
Contact Center & Customer Engagement
BEST PRACTICES Conference
featuring 2018 Top Contact Centers / CX Organizations!!
Events taking place in Europe, US, Asia

FIND OUT MORE

United States
Login
Invalid Login
Email
Password

Reset / Forgot Password Link

Register FREE
Become a Basic Member for free. Click on the memberships tab
Memberships
FacebookLinkedInTwitterRSSYoutubeInstagramContactCenterWorld
Exec Menu:
Classic Menu:
Default Classic Sub Menu:
Become a Basic Member for free. Click Here
Menu
  • Advertise
    • Overview
    • Directory
    • Banners
    • Emails
    • Events
    • Awards
    • Certification
    • Added Value
    • FAQ
  • Articles & News
  • Awards
    • Overview
    • Categories
    • How to enter
    • Past winners
    • FAQ
    • My entries
      • Overview
      • Welcome
      • Add Location
      • My Award Entries
      • My Payments
      • Submission Status
      • My Admins
      • Help
    • Judge / Sponsor
    • Industry Champion
    • Employee Engagement
  • Benchmarking
    • Global Benchmarking Study
    • Contact Center Exchange Program
    • Best Practice Conferences
    • Best Practice Awards
  • Events
    • North & South America
      • Americas Overview
      • Networking
      • Certificate/Benchmarking
      • Conference Schedule
      • Book Tickets
      • Contact Us
      • Venue/Travel
      • Gala Dinner
      • Travel Information
      • Useful Information
      • Convince Your Boss
      • Sponsorship
      • Transaltion Services
    • Europe, Middle East & Africa
      • EMEA Overview
      • Networking
      • Certificate/Benchmarking
      • Conference Schedule
      • Book Tickets
      • Contact Us
      • Venue/Travel
      • Gala Dinner
      • Travel Information
      • Useful Information
      • Convince Your Boss
      • Sponsorship
      • Transaltion Services
    • Asia Pacific
      • Asia Pacific Overview
      • Networking
      • Certificate/Benchmarking
      • Conference Schedule
      • Book Tickets
      • Contact Us
      • Venue/Travel
      • Gala Dinner
      • Travel Information
      • Useful Information
      • Convince Your Boss
      • Sponsorship
      • Transaltion Services
    • Global
      • Global Overview
      • Networking
      • Certificate/Benchmarking
      • Conference Schedule
      • Book Tickets
      • Contact Us
      • Venue/Travel
      • Gala Dinner
      • Travel Information
      • Useful Information
      • Convince Your Boss
      • Sponsorship
      • Transaltion Services
  • Groups
    • Aerospace
    • Agent Zone
    • Association
    • Automotive
    • Awards
    • Banking / Finance / Credit
    • Benchmarking
    • Best Practices
    • Charity / Not For Profit
    • Computer Hardware / Software
    • CRM
    • Executive Track
    • Government
    • Healthcare / Pharmaceutical
    • HR
    • Insurance
    • Legal
    • Management
    • Manufacturing
    • Outbound
    • Outsourcing
    • Performance
    • Quality
    • Retail
    • Service Industry
    • Social Media
    • Tactics & Strategy
    • Technology
    • Telecom
    • Training
    • Travel / Transportation / Tourism
    • Utilities
    • Workforce Management
  • Jobs
  • Resources
    • International Contact Center Week
    • TopPlace2Work
    • Mobile App
    • Social Exchange Program
    • The Learning Academy
    • Find a Career
    • Glossary
    • Link to Us
    • Industry Social Overview
    • RSS Feeds
    • Company Blogs
    • Sponsorship Opportunities
    • Submit Editorial
    • Association Directory
    • Demo's and Tutorials
    • Feeds for Your Website
    • Event Photos
  • Suppliers
  • Tips
  • Tips
  • Articles
  • Events
    • Best Practice Conferences
    • Other Events
  • Awards
  • Benchmarking
    • Global Benchmarking Study
    • Contact Center Exchange Program
    • Best Practice Conferences
    • Best Practice Awards
  • Jobs
  • Suppliers
  • Resources
    • International Contact Center Week
    • TopPlace2Work
    • Mobile App
    • Social Exchange Program
    • The Learning Academy
    • Find a Career
    • Glossary
    • Link to Us
    • Industry Social Overview
    • RSS Feeds
    • Company Blogs
    • Sponsorship Opportunities
    • Submit Editorial
    • Association Directory
    • Demo's and Tutorials
    • Feeds for Your Website
    • Event Photos
  • Advertise
  • Groups
    • Aerospace
    • Agent Zone
    • Association
    • Automotive
    • Awards
    • Banking / Finance / Credit
    • Benchmarking
    • Best Practices
    • Charity / Not For Profit
    • Computer Hardware / Software
    • CRM
    • Executive Track
    • Government
    • Healthcare / Pharmaceutical
    • HR
    • Insurance
    • Legal
    • Management
    • Manufacturing
    • Outbound
    • Outsourcing
    • Performance
    • Quality
    • Retail
    • Service Industry
    • Social Media
    • Tactics & Strategy
    • Technology
    • Telecom
    • Training
    • Travel / Transportation / Tourism
    • Utilities
    • Workforce Management
WHAT CAN WE HELP YOU FIND?
categories
All
Articles
Tips
People
Company
Jobs
Video
Blog
Gallery
Glossary
Store

Industry Research : UnitedHealth Flunks Medicare Advantage Customer Service

#contactcenterworld, @myUHC
UnitedHealth, a Medicare Advantage provider, ranked near the bottom of 30 multi-state providers in call center customer service in 2013.

That was among the findings in a HealthPocket analysis of government data on Medicare Advantage call center customer service. HealthPocket, a website that compares and ranks health insurance plans, studied several major customer service categories tracked by the government: overall call center customer service, dropped calls, on-hold time and accuracy of information received.

The top five providers in overall customer service were:

  • HealthPartners, Inc.
  • Gundersen Lutheran Health System Inc.
  • Cambia Health Solutions, Inc.
  • Health Plan of the Upper Ohio Valley
  • University of Pittsburgh Medical Center

The bottom five companies (the first listed received the lowest customer service score) were:

  • Universal Health Care Group, Inc.
  • Health Net, Inc.
  • UnitedHealth Group, Inc.
  • WellCare Health Plans, Inc.
  • Munich American Holding Corporation

Overall, HealthPocket found, more than 15 percent of the Medicare Advantage companies examined failed to meet the government standards for customer service through a call center.

"Three of the five lowest scoring companies (Health Net, UnitedHealth, and WellCare) are well-known brands in the Medicare Advantage market serving multiple states," HealthPocket researchers said in its report. "In fact, UnitedHealth had the greatest total enrollment by firm in the 2013 Medicare Advantage market."

HealthPocket noted that the top five ranked on overall customer service "are regional brands with lower brand recognition nationally." Meantime, several of those who received poor scores were well-known national brands.

"UnitedHealth Group includes the familiar AARP-branded Medicare Advantage products, and Health Net and WellCare are also Medicare Advantage brands with considerable enrollee populations. HealthPocket’s finding of low customer service scores among several large Medicare Advantage companies was troubling. Poor customer service, whether it be inaccurate answers to questions, dropped calls, or unacceptably long hold times, could result in suboptimal healthcare decisions by enrollees and bring unwanted financial or health consequences," the report said.

HealthPocket examined the data on providers on a state-by-state basis, including Puerto Rico and Washington, D.C., and excluding Alaska. State comparisons derived from the study:

Overall/health plan satisfaction: Medicare Advantage companies operating in Michigan had the highest average scores for overall customer satisfaction and for customer satisfaction with health plans; those in Connecticut had the lowest scores overall and for health plans.

Drug plan satisfaction: New Jersey had the highest overall score, and Puerto Rico had the lowest.

Accuracy of information: Maine and Ohio operators had the highest overall scores, Maryland had the lowest average. Twelve states and Puerto Rico had a Medicare Advantage contract with an accuracy rate for health plans below the compliance standard of 75 percent. 25 states and Puerto Rico had a Medicare Advantage contract with an accuracy rate for drug plans below 75 percent.

Time spent on hold with a call center: Wyoming had the lowest average hold time for calling health plans (14.5 seconds) and Michigan had the highest average hold time (43.15 seconds). For calling drug plans, Maine had the lowest average hold time (15.71 seconds) and Michigan had the highest average hold time (43.31 seconds). Five states (Florida, Michigan, New York, Pennsylvania, and West Virginia) had a Medicare Advantage contract with an average health plan hold time that exceeded the two-minute compliance standard. The same Medicare Advantage contracts in each of those five states also had average drug plan hold times that exceeded two minutes.

2018 Top Ranking Performers Present:

CONTACT CENTER & CUSTOMER ENGAGEMENT

BEST PRACTICES

BERLIN - ORLANDO - MACAO

FIND OUT MORE!

Disconnection from call center: Wyoming was the only state with an average disconnection rate of 0 percent for calling Medicare Advantage health plans, while Puerto Rico had the highest average disconnection rate (1.83 percent). Wyoming also had a 0 percent average disconnection rate for calling Medicare Advantage drug plans, while DC had the highest average disconnection rate (4.41 percent). No states had Medicare Advantage contracts with health plan disconnection rates exceeding the compliance standard of 5 percent, but 18 states had contracts with drug plan disconnection rates exceeding 5 percent.

HealthPocket’s overall conclusion: "Given that Medicare Advantage plans serve a predominantly senior population who are more likely to use medical services and medications frequently, accurate information that can be reliably accessed in a timely fashion is crucial. Poor customer service, such as inaccurate answers to questions, dropped calls, or unacceptably long hold times, can result in incorrect healthcare choices and paying a price monetarily or physically."

#contactcenterworld, @myUHC

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.benefitspro.com

Today's Tip of the Day - The 3 L’s

Read today's tip or listen to it on podcast.

Related Editorial

  • Amazon’s Prices Lead To More Customer Dissatisfaction
  • Beyond The Point Of Purchase - A Look At Behaviors That Build Brand Loyalists
  • Australian Businesses Bullish on AI
  • Contact Centre Employees Who Homework Have a Better Work-Life-Balance
  • NewVoiceMedia Shows 68 Percent Prefer Live Agent Support to Self-help
  • Brands Customers Actually Like: Customer Loyalty Revealed by UK Satmetrix® Net Promoter® Benchmarks Report

More Editorial From UnitedHealth Group

  • Chico Call Center Looking to Hire 150 Full-timers
  • UnitedHealthcare to Fill 50 New Jobs in Shelton

Published: Monday, July 7, 2014

Printer Friendly Version Printer friendly version

Industry Suppliers

Get Listed
GenesysPREMIUMGenesys
http://genesys.com
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
(view more)
ConvergysConvergys
Convergys delivers consistent, quality customer experiences in 58 languages and from more than 150 locations around the globe. We partner with our clients to improve customer loyalty, reduce costs, an...
(view more)
Bright Pattern IncBright Pattern Inc
Bright Pattern is an effective cloud contact center software which helps businesses to simplify multichannel service. Bright Pattern’s solution features enterprise-grade architecture that offers n...
(view more)
Noble SystemsNoble Systems
Noble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing inno...
(view more)
Get Listed

Upcoming Events

Submit Event
EUROPE, MIDDLE EAST & AFRICA - NEXT GENERATION Contact Center & Customer Engagement Best Practices
2018 Top Ranking Performers from ContactCenterWorld.com showcase the top contact centers and professionals from all over the region! Read More...
 1
 2356 
Share