Consumer & Patient Support & Managed Care Hotline

Provide more valuable and compliant support to patients and consumers.

In order to give beneficial and compliant service to patients and consumers, customer service representatives have to access various systems and need to be carefully trained to provide information in accordance with regulations. This is a very manual process which is handled usually by highly qualified employees and with required documentation and audits.

The Appian Intelligent Contact Center™ enables customer service agents to interact with customers using omni-channel capabilities while leveraging Dynamic Case Management and Intelligent Automation to deliver best in class customer experience.

appian consumer support managed care hotline manager dashboard
Implementing the ICC solution for consumer support and managed care helps organizations:
  • Drive agent efficiencies and reduce agent handling times for interactions
  • Drive the agent quality experience and compliance to policies and procedures
  • Reduce training time for new agents with consolidated customer views and recommended actions