When health plans don’t correctly identify member needs, or remove popular benefits, members will switch to competitors still offering those needs. This means health plans need to invest in collecting the most social needs data, with accuracy. Standardized surveys are just the beginning. But how do you gather more?
Consider existing data like recorded call center conversations. Emotivo can process audio data with AI to categorize calls. With that data, you can identify trends in member experience issues, so you can prioritize changes in your organization's processes to reduce such calls.
Instead of manually reviewing only a small percent of your calls for quality, AI can systematically review all of them. And once immediate concerns are successfully handled, are your call center representatives taking the opportunity to screen for social needs? AI can identify which members have which social needs, based on conversation data.
By extracting social needs data and pairing with location data, you can identify which communities to invest in CBOs to meet your member’s needs. Increase trust and member engagement through such proactiveness.
• Identify social needs with specificity
• Get number of relevant referrals for each social need
• Review call quality
• Pull out trends on top call center concerns
• Support calls handled in multiple languages
• Process data securely on your devices or servers
