Research shows what most of us already know – people talk about the customer service they receive from a company. In fact, more than two in five consumers tell other people about their good customer service experiences all of the time. Conversely, at least half of consumers tell other people about their poor customer service experiences all of the time.
As vice president of channel communication services at WellCare, it is my goal each and every day to provide the best customer service experience possible for our members and providers. WellCare is committed to delivering the right care, at the right time, at the most appropriate place. In other words, our number one priority is to be there when they need us, and this means we have to be accessible.
This week, we rolled out a new channel for members and providers to share their questions and concerns – Twitter. At @WellCareCARES, a dedicated team of customer service agents will actively monitor and engage with members and providers through a social media channel they already regularly use.
Although we are now formally providing assistance through Twitter, this is not an entirely new undertaking for WellCare. We interact daily on social media, allowing for a timely, personal engagement that helps WellCare to continue to put our members at the center of everything we do.
In recent months our customer service team has assisted members and providers via social media in a number of ways including: locating specialists; answering questions on enrollment periods and our online tools; collaborating with vendors to provide mobility equipment for those who are disabled; and assigning care managers to those who need assistance accessing care.
Navigating health care is challenging and we want to make it easier. We will continue to strive for new and innovative ways to provide a customer service experience people feel good about. Check us out on @WellCareCARES for assistance or at @WellCare_Health to learn more about the actions we are taking to make a meaningful difference in the lives of our members and those who live in the communities we serve.
Paul Hineman is WellCare’s vice president, channel communication services, overseeing WellCare’s member and provider operations and communications teams. He has more than 20 years of experience managing operational functions in health care, financial services and marketing organizations.