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Gain Insights and Visibility on Member Experience

A payer organization wanted to proactively identify and solve the right problems for its members. To get started they needed to better understand where disruptions are occurring in the member experience. (At Authenticx, we call this the Eddy Effect).  

Authenticx in Action   

Authenticx helped identify and measure the prevalence and impact of the Eddy Effect across the member journey. 7,000 calls, 4,723 surveys, and 468 social media interactions were evaluated using Speech Analyticx and machine learning to pinpoint where obstacles and barriers were occurring.  

Results 

This analysis identified 18% of members in this data set were stuck somewhere in their member experience, resulting in feelings of frustration.  

The following obstacles were identified across the patient journey:  

  • During Pre-Enrollment, members were struggling to identify which plan best fit their needs 
  • During Enrollment, members failed to receive their ID cards, find an in-network doctor, faced confusion about referral vs. prior authorization, and had trouble making payments online 

This analysis provided clear information on opportunities for next steps to help members make fully informed healthcare decisions and feel confident in their customer journey.  

Authenticx in Action | On-Demand Video

See Authenticx in Action

Learn more about how Authenticx analyzes customer conversations to surface recurring trends in this two-minute video.


About Authenticx

Authenticx was founded to analyze and activate customer interaction data at scale. Why? We wanted to reveal transformational opportunities in healthcare. We are on a mission to help humans understand humans. With a combined 100+ years of leadership experience in pharma, payer, and healthcare organizations, we know first-hand the challenges and opportunities that our clients face because we’ve been in your shoes.

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