Published on February 21, 2014
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Introduction Intelligent virtual assistants are the key to accelerating your beneﬁts marketplace, enrollment, and self-service initiatives. Intelligent virtual assistants (IVAs) enable consumers to efﬁciently accomplish their online goals by facilitating decision support during beneﬁts selection and enrollment, ﬁlling out forms or applications, and instructing members on more complex concepts, such as HSAs and metal levels. Health insurance organizations are integrating IVAs as a core piece of technology to enhance the healthcare consumer experience. The average virtual assistant enabled self-service session is only a fraction of the cost of a contact center interaction. This guide reviews the value of leveraging CodeBaby intelligent virtual assistants and decision support tools to drive enrollment, create efﬁciencies, and improve the member experience. a CodeBaby Guide | 2
Payer Solutions | Benefits Advisor 1. Benefits Communication and Enrollment One-to-one education increases beneﬁts understanding. 2. Public and Private Exchanges Consumers want a “guided” shopping experience. 3. Voluntary Benefits A premium online experience drives high participation. 4. Key Features and Benefits Premium features for maximum digital impact. 5. CodeBaby Health Insurance Experts On-demand industry expertise at your service. a CodeBaby Guide | 3
1. Benefits Communication and Enrollment One-to-one education increases beneﬁts understanding. With a variety of plans, healthcare reform, and an overwhelming amount of paper-driven processes, health plans and employers are seeking alternatives to increase beneﬁts participation and engagement. A Colonial Life survey conducted by Harris Interactive1 found that one-to-one communication increases beneﬁts understanding and although ideal, it may not be practical. This is where Beneﬁts Advisor closes the gap. It provides an online, emotional connection that can complement or replace the beneﬁts enrollment meeting/process. http://player.vimeo.com/external/ 71906058.hd.mp4? s=46b8a49dcaf40fda4e10bbaae 5a04631 Click the image above to watch Hannah explain how the app provides beneﬁts education and deﬁnes complex concepts - like deductibles, coinsurance and outof-pocket maximums. a CodeBaby Guide | 4
2. Public and Private Exchanges Consumers want a “guided” shopping experience. The Beneﬁts Advisor assists employees when making decisions based on a deﬁned contribution plan. It simpliﬁes health plan complexity through real-time decision support and plan education while lowering operational expenses. Additionally, it drives users to complete forms, such as banking information and HSA applications. And because of real-time support, payers experience a decrease in calls, which can help meet the ACA medical loss ratio, all while providing a more satisfying shopping experience. http://player.vimeo.com/external/ 78013719.hd.mp4? s=cee343e912d62fa59c73c4daf 341ebcb Click the image above to watch Chloe, CareFirst’s Beneﬁts Advisor, convert complex plan information and ACA changes, including metal levels and HSAs, into easy to digest information. a CodeBaby Guide | 5
3. Voluntary Benefits A premium online experience drives high participation. According to the latest MetLife Study on Employee Beneﬁts Trends2, consumers are seeking a personalized, educational, and customizable voluntary beneﬁts shopping experience--with 74% reporting they would value a more personalized beneﬁts approach to match their age group. Beneﬁts Advisor offers personalization based upon demographic information that will adjust the avatar, communication style, and decision support tools based upon the user generation. Further, as an option, it can provide a user driven approach to enrollment by giving consumers control over how they would like to be helped—by animation, voice, or text. http://player.vimeo.com/external/ 70223783.hd.mp4? s=afe97f4d070660d470ef83dc11 c7c5db Watch Sarah guide employees through the beneﬁts enrollment platform and explain accident insurance, recommend educational videos, and help the user enroll. a CodeBaby Guide | 6
5. CodeBaby Health Insurance Experts On-demand industry expertise at your service. As experts helping organizations evolve their online strategy, the CodeBaby health insurance and beneﬁts team is excited to help you create the engagement model to achieve long-term loyalty and new revenue opportunities. We provide careful analysis of your audience, goals, content, and organizational culture, so we can create that experience which uniquely reﬂects your brand and appeals to your customer base. The CodeBaby health insurance and beneﬁts experts are at your service and fully committed to helping you create a premium online experience. Contact us today! a CodeBaby Guide | 8
Benefits Advisor Payer Solutions Ready to accelerate health insurance and benefits enrollment? Contact us for more information, a personalized demo, or an assessment to better articulate the value of implementing a Benefits Advisor Solution. Learn More: Go to http://codebaby.com/online-solutions/benefits-advisor/ Email email@example.com About CodeBaby: CodeBaby Corporation is a global customer engagement technology company founded in 2001 by two Canadian physicians turned gaming entrepreneurs (former CEOs of Bioware and executives of Electronic Arts). Leveraging emotional engagement and gaming expertise, CodeBaby’s solutions drive engagement and retention for Fortune 500 customers within healthcare, ﬁnancial services, banking, and eCommerce. Follow us @CIVAhealthcare. Sources: 1 Colonial Life, “Well on the Way: Engaging Employees in Workplace Wellness”, Beneﬁts at Work Series, A Colonial Life Whitepaper, Fall, 2012 (http://www.coloniallife.com/~/media/ acrobat/newsroom/white%20papers/NS-12658.ashx) 2 MetLife, “2013 Study of Employee Beneﬁts Trends” 2013 (https://beneﬁttrends.metlife.com/home/beneﬁts-connected/going-generational) Written and Designed by Audrey Dalton, Director of Content Marketing a CodeBaby Guide | 9 © 2014 CodeBaby.com, Inc. All rights reserved.
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