Miramar:Connect elevates your member experience with automation by consolidating steps and addressing Medicare member needs.
Miramar:Connect is an integrated, multi-channel system with automation capabilities.
Click-to-chat and online payments capabilities allow your members to handle basic tasks self-sufficiently. Enhanced IVR allows for agent selection based on skills and expertise. The Customer Experience Interface empowers call center agents to provide exceptional customer service to your members. This interface aggregates pertinent member data–including member-specific action items and alerts automatically reconciled to the member record–resulting in limited screen / system navigation.
Miramar:Connect supports the health plan by:
Aiding the enrollment process and housing enrollment information
Acting as a CRM tool / CRM support
Collecting potential member information via plan inquiries
Collecting and tracking of broker information
Reducing call time and call center costs due to increased agent efficiency
Providing a member-facing web portal
Maintaining CMS compliance
Miramar:Connect enhances and elevates other Miramar modules with streamlined processes for achieving compliant One-Call Resolution:
Reduced Navigable Screens for Customer Service Rep
Enhanced IVR Technology
Script Automation, Including PHI Confirmation
Real-Time Member Status Updates and Alerts
Enhanced Work Queues
Customer Experience Interface
Automated At Risk Member Identification
Work Queues – Escalation and Follow Up
Member Alerts and Action Items
Work PHI ValidationQueues – Escalation and Follow Up
Coverage Determination (Intake Only)
Appeals (Intake Only)
IVR Self Service Solutions
RPA – Robotic Process Automation Tools
Self Service Portals
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Dynamic Medicare Member Services & Customer Experience Technology