Health Insurance Customer Service

Workflow Template

Health Insurance Customer Service

Workflow Template

This workflow template illustrates the processing of inbound contacts (phone or email) from health insurance customers, or members, and the subsequent resolution of customer requests and/or issues. Purchase and download this template in PDF, Visio and PowerPoint formats. You can customize it to fit your own organization, or simply use it to better understand Health Insurance Customer Services business processes.

Related KPIs : Abandonment Rate, Average Handle Time (AHT), Average Speed of Answer (ASA), Customer Service Satisfaction Rate, First Call Resolution (FCR) Rate

What is Health Insurance Customer Service?

he Health Insurance Customer Service process involves coordination between health plan customers, customer service representatives and customer service specialists to field, understand and resolve customer issues or requests. This process includes inbound customer call and/or email processing, customer communication (to determine if they are a new or existing member and understand the nature of their request), issue resolution, escalation (if required), and any subsequent customer account adjustments.

Download a Sample Health Insurance Customer Service

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