Time is running out for health insurance providers who still need to lock in a BPO partner for 2025’s open enrollment period (OEP). But if you’re still evaluating options, make sure you’re asking the right questions:
❓ 𝗔𝗿𝗲 𝘁𝗵𝗲𝘆 𝗳𝘂𝗹𝗹𝘆 𝗰𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝘁? HIPAA, SOC2, PCI, ISO 27001 — no exceptions. Healthcare is a compliance minefield, and the wrong partner puts you at risk.
❓ 𝗗𝗼 𝘁𝗵𝗲𝘆 𝗹𝗲𝘃𝗲𝗿𝗮𝗴𝗲 𝗔𝗜 𝗮𝗻𝗱 𝘀𝗲𝗹𝗳-𝘀𝗲𝗿𝘃𝗶𝗰𝗲? If agents are still answering basic questions manually, they’re behind. AI-powered digital agents and automated workflows should already be in place.
❓ 𝗗𝗼 𝘁𝗵𝗲𝘆 𝗵𝗮𝘃𝗲 𝘆𝗲𝗮𝗿-𝗿𝗼𝘂𝗻𝗱 𝗦𝗠𝗘𝘀? Seasonal hires alone won’t cut it. Your BPO should provide subject matter experts (SMEs) who will know your plans, policies, and customers inside out from January through December. These SMEs will help your seasonal agents navigate a successful OEP.
❓ 𝗖𝗮𝗻 𝘁𝗵𝗲𝘆 𝗽𝗿𝗼𝘃𝗲 𝗶𝘁? Expect to see case studies, white papers, and real-world success stories from BPOs in supporting healthcare providers. If they don’t have them, move on.
Finding and ramping up the best BPO fit for your needs takes time — unless you know someone with a great network and deep expertise in contact center operations for health insurance providers.
Lucky for you, you do! 😎