Open enrollment season is here—an essential time for health insurers, generating 70-80% of individual health plan sign-ups and renewals. Health plans invest hundreds of millions in advertising during this period, knowing that a smooth education and enrollment process directly impacts member acquisition and retention.
If this year’s enrollment hasn’t been as seamless as you had planned, ACT is here to make next year a success. With extensive expertise, ACT serves as a strategic partner to health insurance providers looking to streamline their enrollment process and enhance the member experience.
Why ACT for Your Open Enrollment?
1. Licensed Agents for Comprehensive Support: Our licensed agents, spanning the lower 48 states, offer comprehensive Sub Part D enrollment support. Whether you prefer a remote or office-based setup, we provide the flexibility of both Work from Home and Work from Office options.
2. Prequalification and Lead Generation Services: ACT ensures a seamless prequalification process through eligibility verification, income assessment, plan suitability evaluation, document reviews, personalized plan recommendations, and regulatory compliance.
3. Bilingual, Multichannel Customer Service: Create superior customer experiences with our bilingual, multichannel support covering enrollment assistance, plan information, benefit explanation, policy updates, billing and premium inquiries, claims assistance, renewal reminders, complaint resolution, educational outreach, appointment scheduling (hot transfer), and surge support.
4. Operational Advantages: Our operational advantages include our 100% employee-ownership model which uniquely aligns our Employee Owners’ motivations with our partners’ success. Next, the Total Experience Formula™ delivers a unified and transformative end-to-end experience to all stakeholders – for customers, employees and users across all digital channels and platforms. Third, ease of doing business. We are consistently recognized as a flexible partner with a straightforward model. Our delayered organizational structure ensures program nimbleness and keeps senior management directly engaged in our partners’ programs. This drives better outcomes and cohesiveness. With no P&L for our Ops leaders, they are 100% scorecard driven and stay focused on delivering value to our partners. We offer a deep integration with our systems and reporting, giving our partners unparalleled analytics, control and transparency into KPIs and program performance metrics. Our compliance structure and supporting culture are foundational to the relationship with our partners. And ACT offers a 27-year track record of delivering reliable, consistent, and superior service
ACT’s Proven Track Record
ACT is proud to support some of the largest healthcare payers in the United States during open enrollment. With unparalleled domain expertise, we swiftly ramp up and move into production, adjusting as needed to deliver optimal results in the shortest possible time. ACT approaches outsourcing services as a completely scorecard-driven organization, which is why we boast over 98% green scorecard across our entire partner portfolio, whose average tenure is greater than 10 years.
The ACT Advantage: Employee Ownership and Engagement
As the largest employee-owned company in the BPO industry, ACT places Employee Experience at the core of our business strategy. Engaged employees ensure the best customer outcomes, and our unique employee ownership model aligns their motivations with our clients’ success. Since becoming employee-owned, we’ve seen employee attrition drop by 31%.
About ACT: ACT was founded 27 years ago on a winning formula – that the best solutions integrate Employee Experience (EX) + Customer Experience (CX) + User Experience (UX) + Digital Experience (DX) + Multi-experience (MX) for an outstanding Total Experience (TX) overall. We call it the Total Experience Formula™. Today, many of the world’s leading brands and Fortune 50 trust ACT to be an extension of their business to unlock their ability to respond quickly to rapidly changing competitive, business and compliance environments, to anticipate and scale for future needs, to outmaneuver their competition, to lower operating costs, to improve efficiencies, to drive revenue and increase customer engagement.
As a 100% employee-owned company, we have placed Employee Experience at the center of our business strategy because we know that engaged employees ensure the best customer outcomes. As shareholders in the business, our Employee Owners have a personal interest in delivering value to our partners, and their motivations are uniquely aligned to our partners’ success. When partners first come to us, we consistently find it to be an opportunity to transform their CX design and outcomes with a Total Experience approach, starting at the Employee Experience level.
ACT offers the operational expertise, technologies and best practices that you expect from a world-class BPO, combined with the innovative solutions, flexibility and individual attention that you can only get from a 100% employee-owned company. Learn more at our website www.acttoday.com.
