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Transformation @ Work

Episode 28: Introducing Smart Starts: Helping Payers Start Strong and Better Serve Their Members

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Transformation @ Work

Episode 28: Introducing Smart Starts: Helping Payers Start Strong and Better Serve Their Members

Two doctors looking at a handheld tabletTransformation at Work podcast background

Transformation @ Work

Episode 28: Introducing Smart Starts: Helping Payers Start Strong and Better Serve Their Members

Cheryl Gibson

Senior Director of Healthcare and Life Sciences (Payers)
Gerent

Cheryl has been in the payer industry for 32 years and has deep experience working with accounts spanning the local to national level. During her time at a large national payer, she oversaw a complex Salesforce implementation and played a major role in building a roadmap and solution that served the needs of her clients. She has a tremendous passion for process improvement and for helping payers build infrastructure they need to serve their members.

Jill Winegar

Senior Director of Healthcare & Life Sciences (Technology)
Gerent

Jill is a multifaceted leader with over 20 years of experience in the healthcare, advertising, and marketing industries. She specializes in providing strategic guidance during implementations, developing winning lead engagement strategies, and cultivating strong teams and partnerships. As a results-minded professional, Jill is committed to building exceptional user- and patient-focused experiences.

Digital tools such as Salesforce provide the transformational functionality that healthcare payers need to deliver next-level member experiences. But the cost and time expenditure of deploying those digital tools can pose a real roadblock for implementation, leading payers to rely on their existing legacy tools — often at the expense of their members’ experiences. To overcome this implementation hurdle, payers need specialized solutions that can help them get to market as quickly as possible, so they can focus their efforts on better serving their members.

Digital tools such as Salesforce provide the transformational functionality that healthcare payers need to deliver next-level member experiences. But the cost and time expenditure of deploying those digital tools can pose a real roadblock for implementation, leading payers to rely on their existing legacy tools — often at the expense of their members’ experiences. To overcome this implementation hurdle, payers need specialized solutions that can help them get to market as quickly as possible, so they can focus their efforts on better serving their members.

In this episode of Transformation @ Work, we take a look at Gerent’s latest offering, Salesforce Smart Starts, and examine how they can help payers streamline the implementation process and accelerate their time to value.

Key Insights

03:38: Challenges faced by healthcare payers when it comes to Salesforce implementation

04:52: What exactly is a Smart Start, and how can it help payers take advantage of what Salesforce has to offer?

07:53: Exploring Gerent’s first Smart Start offering: an improved member service center 

11:04: How can the member service center Smart Start improve first call resolution and reduce call abandonment rates?

13:28: How Smart Starts can help payers elevate their entire service experience over time

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