The United States is experiencing a shift in healthcare today and employers are at its center. Collective Health, based in San Francisco, California in the United States, strives to give companies a smarter way to provide healthcare coverage through technology and design. They won in the 2018 Silver Stevie® Awards for Sales and Customer Service: Silver for Customer Service Department of the Year and for Best Use of Technology for Customer Service.
Happier and Healthier Customers
Founded in October 2013, Collective Health is backed by NEA, Founders Fund, Google Ventures, and other leading investors. Erika Alperin is the Corporate Marketing and Internal Communications Manager at Collective Health.
“We’re focused on serving the 170M+ Americans who receive healthcare coverage from their employers,” says Alperin. “We are interested in the shift to recognizing that the member experience really matters when it comes to healthcare. When people get the help they need to understand their health benefits, they are better, happier, and healthier consumers of healthcare.”
They replace traditional health plans with a flexible, data-driven alternative that enables companies to get more out of their investment while taking better care of their people.
Collective Health has become a popular choice for organizations to review their increasing costs year over year, and how to improve long-lasting effects of profits and employee spending not running as efficiently as possible.
An Effortless Experience for Everyone
Collective Health is powered by an all-in-one solution that connects and administers the entire health benefits ecosystem: health plans, benefits programs, spending accounts, and employee support. Their technology delivers a more effortless experience for everyone.
This has led them to achieving an NPS (Net Promoter Score) score that is 10 times greater than the industry average, which is due in large part to their amazing Member Advocate team. Alperin explains why their team has played a pivotal role.
“A few of our MA's joined the role because they have had to navigate health insurance and coverage issues for some of their family members. Not only were they trying to understand their plans, they were translating their coverage to family members from English to Spanish. Upon joining Collective, they helped to start a group on our team to serve our Spanish members and translate complex plan documents.”
Collective Health has also been recognized by The Wall Street Journal Top 25 Tech Companies to Watch, 2017, and Rock Health's Best Digital Health Company to Work For, 2017.
“We offer a rigorous training program, both content and cultural, work with internally built tools and technology that streamline processes, and allow us to focus on doing our job,” Alperin says.
Hiring advocates with a passion for helping others and solving complex issues can provide an important sense of empathy to customers.