Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced that NEURON, a major Third Party Administrator (TPA) for the healthcare industry in the MENA region, has implemented Altitude uCI solutions in its medical contact center to ensure excellence in customer care delivery and handle the fast-paced growth of its operations in the United Arab Emirates (UAE).
NEURON was established in 2000 with the mission to innovate in TPA services to the healthcare industry in the UAE and the Gulf region. The company brings to the market a very unique combination of deep healthcare and insurance industry expertise coupled with leading edge technical innovation. NEURON is currently executing on plans to expand its network of service providers, already one of the largest in the Middle East today.
Innovative 24/7 Medical Authorization and Helpline Services in UAE
The NEURON medical contact center is located in Dubai Silicon Oasis, UAE, and is now powered by the Altitude uCI 8 solution (altitude.com), giving the healthcare industry expert a wealth of advanced contact center features, including unified agent desktops, voice portals, as well as centralized monitoring, queuing, routing and reporting solutions.
“NEURON continually strives to exceed customer expectations by providing superior service and innovative business solutions in the areas of healthcare and insurance services,” said Mohammed Mubarak Al-Mutaiwei, NEURON Chairman. “We relentlessly focus on Member satisfaction, that is combined with deep medical expertise and built on a solid foundation of advanced IT infrastructure, with the aim of achieving cost-containment via a healthier population.”
Adopting a complete customer centric strategy
NEURON receives several thousand calls, emails and faxes monthly from health insurance policy members wishing to obtain reimbursement details or requiring a medical authorization. With a multicultural and multi-ethnic staff, NEURON services callers in Arabic, English, Tagalog, Hindi, Urdu, Eritrean, Pushto, Malyalam, Punjabi, etc. To deal with increasingly more numerous and very diverse interactions requires a fully customized, omnichannel solution that ensures rigorous management of medical authorizations and emergency helpline services.
“We required a solution to unify our medical contact center procedures in order to streamline our service, boost customer and member satisfaction,” commented Dr Ali Qasim, Helpline & Policy Manager at NEURON. “We looked comprehensively at the market and selected an Altitude uCI solution because it offered a truly “all-in-one” customer interaction management solution for our Medical contact center. In addition to integrating the contact center in the whole customer experience, Altitude also has a strong local support presence in the United Arab Emirates" he added.
Embracing multichannel engagement
The NEURON contact center today handles multichannel customer interactions by telephone, email, fax and Web. With the Altitude uCI8 suite in place, NEURON Contact Center agents are able to have complete member insights to enable personalized and seamless interactions. Emergencies are responded to immediately on 24/7 as there is a verbal approval protocol in place for emergencies and all customer interactions are recorded. NEURON is also able to intelligently route multimedia interactions, provide customer self-service, automate outbound dialing, as well as utilize real-time mobile dashboards through Altitude uCI 8.
“With the new system, we have managed to increase first call resolution, boost member satisfaction and make our medical contact center operations far more efficient," commented Dr. Qasim. ‘’The simplicity of end user application interfaces, such as the agent desktop or the management portal, that hide very complex operations, is key to a reduced learning curve. So for example, our contact centre agents need just a few days training to be able to “wow” with the most positive experience during customer interactions.’’
NEURON Wins Insurance Service Provider Excellence Award
As a result of these achievements, NEURON was recently honoured with a prestigious 2016 MENAIR Insurance Award for best claims management service provider. The annual MENAIR Insurance Awards recognise and reward those Mena based insurers, reinsurers and brokers that have demonstrated exceptional customer service and innovative product development over the past 12 months.
“NEURON’s brand promise is built on strong expertise in medical authorizations and helpline services,” said Riadh Boukhris, Altitude Software MENA President. “We are honored to be able to provide NEURON with a complete solution that provides its employees with all the information they need to quickly resolve member inquiries, and allows the company to scale to support fast-growing growth across the UAE and beyond.”