Host: Dudley Cedars, VP of Operations, knows the PBM industry inside-out and brings unique understanding to how to take best care of members navigating their treatment and benefits.
In the electronic age, is high-touch service still valued? Can a health services company exceed member expectations for quality and timely support? Across multiple industries, consumers endure recorded prompts and long hold times – but not at Liviniti.
Our Contact Center is a standout with plenty of best practices to share, including a deliberate decision NOT to use IVR answering technology. No recorded prompts. No phone trees to navigate. No electronic barriers. Just a friendly voice on the other end of the line, ready to help.
Most members’ calls are answered within 15 seconds – and our award-winning team excels at delivering accurate, helpful information to create a smooth experience for every caller. When a national team of caring, knowledgeable professionals does it better, there is much to discover. Tune in to learn more.
We’ll discuss key areas including:
- High service expectations, with heart
- Why a real person answers the call
- Stats that tell the story
- Self-service for those who prefer it