Drive Success!
Map to Success!
Voices that Matter!
Empowering Connections!
Turning Frowns Upside Down!
100
Medicare CX tools, that help improve the customer experience.
What are the IVR, Portal and Website?
100
This process visualizes the steps a customer takes when interacting with a company, from initial contact to resolution.
What is Journey Mapping?
100
How our Customers feel about our company based on their experiences with us!
What is Customer Experience (CX)?
100
A key method used to engage healthcare provider, informing them of important changes in Medicare polices, billing codes, or coverage updates.
What is provider education?
100
It’s the customer service equivalent of walking on sunshine – it’s so positive that customers can’t help but tell everyone about it!
What is an exceptional customer service experience?
200
By analyzing the data from CX surveys, organizations can identify areas needing improvement, ultimately leading to better customer satisfaction and stronger results.
What is identifying areas for improvement based on survey data?
200
This is the first step in journey mapping, where teams collect data on the customer or provider experience through interactions, process reviews, and feedback.
What is data collection and research?
200
This process involves gathering information from healthcare providers to understand their experiences and identify areas for improvement.
What is an Advisory Group?
200
Medicare regularly conducts these sessions to help providers understand updates to billing processes, coding requirements, and regulatory changes, enhancing provider experience.
What are provider education webinars or training sessions?
200
A customer says this when they get immediate help with zero hassle, usually followed by the phrase, “I wish every MAC did it this way!”
What is customer satisfaction?
300
A tool that allows providers to manage task independently, saving time and increasing efficiency by eliminating the need for phone calls.
What is the IVR (Interactive Voice Response)?
300
Journey mapping is often used to identify these, which are points in the process where customers or providers encounter issues or frustrations that can be improved upon.
What are pain points?
300
After collecting feedback, Medicare may use this approach to communicate improvements or changes that were made in response to provider input, closing the loop and enhancing trust.
What is feedback follow-up, or provider communication?
300
This self-service platform is used by WPS to deliver video educational content, tutorials, and updates to a wide audience, allowing helping providers better understand services.
What is YouTube?
300
This approach involves identifying the root cause of a customer’s frustration and making necessary changes to ensure a better experience next time.
What is using feedback to drive improvements and prevent future issues?
400
A data analytics tool that allows us to track customer behavior, identify trends and pain points, and makes informed decisions to improve services.
What is the CRM (Customer Relationship Management) tool.
400
This is the end goal of journey mapping: improving the experience and solving issues identified during the process.
What is enhancing the customer/provider experience?
400
This is the skill that involves fully concentrating, understanding, responding, and remembering what the other person is saying.
What is Active Listening?
400
A well-designed website prioritizes this, ensuring that visitors can quickly find the information they need without unnecessary steps.
What is ease of navigation?
400
What is turning a negative experience into a positive one?
500
A process used by CMS to incentivize and reward MAC excellence in the performance of contract requirements, which includes MCE.
What is Award Fee?
500
Creating a better customer experience by addressing evaluating each touchpoint in a process, identifying pain points and implementing improvement opportunities
What are the benefits of Journey Mapping?
500
Taking ownership of an issue and assuring the customer that you're there to help.
What is active problem solving?
500
MCE performance is comprised of survey scores from Customer Service, IVR, Portal, Website, POE, A&R, MR, PE, EDI and Appeals.
What is CX is everybody’s business?
500
This type of experience happens when a customer is given more than they expected, turning initial disappointment into complete satisfaction.
What is exceeding customer expectations?