Authenticx Improves the Member Experience During Medicare Open Enrollment

Authenticx, the new standard in healthcare for listening to customer voices at scale, is providing AI-driven conversational intelligence solutions to the health insurance industry. With the Medicare Advantage (MA) annual open enrollment period (AEP) opening in October, health insurance organizations need additional strategies to grow membership and retain revenue.

“A smooth customer experience is paramount, especially during AEP,” said Amy Brown, founder and CEO of Authenticx. “Insurance company call centers field a higher influx of calls at this time because many members struggle to understand the nuances of Medicare plans or have questions about the annual notice of changes (ANOC). When they receive the ANOC, many customers feel frustrated with communication, isolated in navigating their benefits, and may consider disenrolling from their existing plan if they can’t get help.”

The MA program empowers individual members to make and change plan selections by supporting an annual open enrollment period. It’s a high-risk/high-reward approach offering insurance organizations a significant opportunity to increase their membership if they’re well-prepared. Authenticx technology enables these organizations to identify drivers of negative member perceptions about their MA plans by using AI to analyze the recorded Member Services conversations and surface signs of attrition. Additionally, the platform can create and analyze call montages using specific keywords to identify and resolve pain points, reduce membership churn and uncover opportunities for improving agent performance.

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