world-class service
SHPS call center has more than fifteen years experience in administering our partners’ benefit programs consistently, seamlessly – and cost effectively. We offer more than 500 interactive voice response (IVR) ports, 200 toll-free numbers and 1,200 automatic call distribution agents. Our infrastructure includes 27 in-bound T1 lines, engineering resources that can handle 72,000 call completions per hour and a professional recording studio for IVR applications. SHPS call center is a single, best-in-class solution that provides high-quality call experiences for your members – while providing tangible financial and operational benefits for your organization.

the right answers
Education is fundamental for empowered healthcare consumers. Consumer-driven healthcare plans offer an array of tools and programs to help members make wise healthcare choices and change unhealthy behaviors. But many have questions about those tools – how to use them, what the information means and how to apply it. SHPS call center provides customer service representatives (CSRs) to answer those questions. We use your organization’s information and messaging to help members effectively use the benefits available to them. It ensures a consistent, accurate and satisfying experience for members – while disseminating the unique point-of-view your organization wants to deliver.

satisfaction on the first try
SHPS call center CSRs have access to the most accurate and updated information about your members. So the member’s first contact is all that’s needed to address their issue. We also have extensive quality control systems in place, using member feedback and satisfaction surveys, to continually improve our operations.

SHPS call center offers our partners:

• multiple communications. SHPS call center provides a variety of communications options, including Internet, e-mail, phone and fax.
  
  
• 24/7 support. SHPS provides customer support around the clock, including weekends or holidays. Because we can handle over 72,000 calls per hour, your members always receive the information they need – when they need it.
  
  
• customer service support. SHPS call center utilizes an advanced desktop system with online access to partner-specific program information. And our CSRs are fully-trained to provide fast, accurate service.
  
  
• transaction support. SHPS call center can assist your customers with any number of transaction needs, from completing benefit plan enrollment to placing orders for literature.
  
  
• call recording. All calls to the SHPS call center are logged into a call documentation system. This allows you to review member calls and identify future quality improvements.
  
  
• continuity plan. SHPS disaster recovery plan ensures that our partners’ information and data is protected from catastrophic loss.
  
  
• compliance. We ensure that all client policies are administered consistently and in compliance with all federal and state laws.