Based on its recent analysis of the customer care outsourcing market for the healthcare vertical, Frost & Sullivan recognizes Alorica with the 2014 North American Frost & Sullivan Award for New Product Innovation in Contact Center Outsourcing. Alorica's PREEMPT healthcare solution is designed to help health insurance companies evaluate member health, identify future risks and educate at-risk members through a multi-channel medical messaging system.
In the past, the industry as a whole did very little to incorporate a holistic approach to healthcare. However, the growing cost of chronic diseases, budgetary constraints and a more educated customer base are incenting healthcare providers to provide better solutions. Anticipating this need, PREEMPT's turnkey delivery platform incorporates a multi-channel, customer-centric approach for improving patient communications. It offers outreach on the channels that patients prefer. This includes phone and live chat communications, e-mail, automated voicemail messages, and text messaging.
According to Alorica, for every 100 patients that are given preventive care, the healthcare payer will save between $1 million and $4 million in hospitalizations for heart attack, stroke, chronic obstructive pulmonary disease (COPD), dehydration, and ulcers.
"PREEMPT's predictive analytics engine statistically determines the migration probability of each patient by assigning risk attributes and the likelihood of his/her taking medical action," notes Frost & Sullivan Principal Analyst Michael DeSalles. "Its reliability allows insurers to view their members as patients and take responsibility for their education before a catastrophic event. This way, insurance companies can adopt a new cradle-to-grave paradigm and shed substantial costs."
What makes the solution unique in the BPO market is that it is a proactive, analytics-driven care management solution. At a critical juncture in the American healthcare system, PREEMPT emphasizes preventative care as a top priority for health insurance companies. Competitors do not, at this time, have a similar health management solution in the BPO market.
Alorica's PREEMPT program employs a differentiated five-stage progression plan that comprises data segmentation, predictive analytics, communication plan, campaign execution, and back-end analytics. Finally, the solution employs a closed-loop process, wherein it updates clinical outcomes for each patient and compares them with the desired results. This allows adjustments to be made to the algorithms in the predictive models and enables the refinement of the communication plans.
"Alorica has an edge over its competitors in delivering a robust customer interaction management platform for health insurance companies," notes DeSalles. "The company's extensive healthcare experience, a growing global footprint, and tenured management team give Alorica's clients added value for customer care outsourcing in the healthcare vertical."
Each year, Frost & Sullivan presents this award to the company that has developed an innovative element in a product by leveraging leading-edge technologies. The award recognizes the value-added features/benefits of the product and the increased ROI it offers customers, which, in turn, increases customer acquisition and overall market penetration potential.
Frost & Sullivan's Best Practices Awards recognize companies in a variety of regional and global markets for outstanding achievement in areas such as leadership, technological innovation, customer service, and product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research.
Alorica (alorica.com) is a worldwide leading provider of customer management outsourcing solutions spanning the entire customer lifecycle. From customer acquisition and sales, to customer care and support, to logistics and fulfillment, Alorica offers a seamless customer experience across all service channels. Alorica's award-winning Business Process Outsourcing services span both the Business-to-Consumer (B2C) and Business-to-Business (B2B) sectors across all industries for Fortune 1000 companies. Headquartered in Irvine, Calif. with more than 20,000 employees in 40 domestic, near shore, and offshore customer management centers, Alorica offers the proven industry experience and know-how to provide a total customer management solution.
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