TCS Case Study

TCS United Assists Healthcare Provider to Measure Satisfaction

Case Study: Healthcare Insurance

Our Client

A major healthcare insurance provider selected TCS United to design and administer a customer satisfaction program
to measure consumer satisfaction pre, during, and post Annual Enrollment Period (AEP).

Arrow-Issue Arrow-Challenge Arrow-Solution Arrow-Outcome

  • As a result of the Affordable Care Act (ACA), the client strived to adopt a centralized approach to measuring satisfaction for the individual market.
  • Build and Design an instrument that measures consumer satisfaction at the transaction level.

  • Created a Program Implementation Schedule to mitigate risk.
  • Ensure HIPAA adherent processing to collect data in a safe and reliable approach.
  • Designed a detailed reporting and tracking measurement for the client on a daily basis.

  • Developed a secure platform to implement survey processing.
  • Customized a training program to ensure that member issues are resolved with sensitivity.
  • Deployed dedicated account team to conduct daily and weekly status calls to communicate findings.

  • TCS United launched the program safely and on time.
  • Immediately upon launch, TCS reported key findings that helped improve Net Promoter Results and Member Satisfaction to 86%.
  • Implemented a “Closed Loop” process to escalate members with additional service needs.