Industry: healthcare insurance.

Xerox Learning Services helps healthcare payer organizations reduce costs and improve customer satisfaction.

The healthcare payer industry faces mounting pressures to maximize efficiency, deliver on increased customer and provider expectations, and differentiatein a rapidly-changing market. In this environment, success depends on careful planning and flawless execution without sacrificing speed to market.

You might be experiencing tenuous customer satisfaction with call center interactions. Perhaps you’re facing excessive payment errors in your claims processing function. The issues that face healthcare payers are diverse, but it’s clear that employee performance is critical to your success. Best-in-class performance demands that your employees have the skills required to be proficient in their jobs, the behaviors that embody your desired culture, and the agility to adapt to changing conditions.

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Learning can help close gapsAligning individual performance with organizational goals is at the heart of successfully competing in an increasingly complex and regulation-intensive environment. Monitoring employee readiness, diagnosing gaps between individual and organizational performance, ensuring the right steps are being performed, and assigning specific training and performance support resources are all necessary to drive optimal performance.

Xerox Learning Services works with healthcare payer organizations to assess and overcome the complex business challenges unique to your industry.

We have proven experience delivering meaningful business results. For example, we helped one client to improve claims processor efficiency, reducing the number of claims with payment errors by 60%. For another client, we reduced new hire onboarding time for call center representatives by 33%, resulting in a net savings of over $500,000 for their organization.

Our solution framework increases confidence and mitigates risk, and can help achieve results for your specific challenge: • Increasing employee productivity. • Improving adoption of product

launches.• Increasing member and provider

satisfaction.• Gaining administration efficiencies. • Decreasing time to proficiency. • Improving quality • Reducing employee turnover.

Our Comprehensive SolutionWe help healthcare payers improve their bottom line by offering a full range of training solutions that enable improved employee performance:• An organizational diagnostic of

the current state of your business performance, which provides a personalized scorecard, targeted recommendations, and a focused implementation plan.

• An assessment for new and existing employees, to ensure your teams are comprised of the most qualified and competent candidates.

• Role-based competency models and curricula derived from observation of exemplar performers designed especially for CSRs, claims processors, and telesales representatives.

• Technology-enabled performance support provides learning at the point of need using simple, intuitive, and embedded applications; this helps keep employees sharp, productive, and current on relevant changes in your business.

• Measurement and dashboard reporting to provide tangible results of progress and to help drive continuous improvement.

Talk to us and turn your challenges into opportunitiesWhether your challenge is bolstering your customer satisfaction scores, refining your claims processors’ audit capabilities, or helping your telesales representatives hit their targets, we can help.

To learn more, visit www.xerox.com/learning or call 877.414.2676