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Healthcare Member Retention

Finding and fixing the root issues that lead to member defection


Keeping your provider's current customers is extends much farther keeping them through the enrollment period. Ensuring that your members' questions are answered and their claims resolved throughout the year is a vital portion of keeping them happy and satisfied. But with the mountains of interactions that you receive from customers, how are you to keep track of who is in need of what? There are a lot of moving parts to the process, however, and it can be a daunting task to keep track of all the information needed to retain current customers.

With Nexidia Analytics, your company will be able to keep track of your members' journeys throughout their time with your provider. As a result, you'll be able to identify the root causes that lead to customer defection and to solve them before they get out of hand. By solving the issues behind the calls, your company can increase first call resolution to ensure your company’s members are getting their concerns answered correctly the first time around. With Nexidia Analytics your company will be able to:

  • Identify specific areas of customer confusion about plan options and coverage
  • Define your own rules for what constitutes a repeat interaction
  • Understand which services, processes, customer groups and plan offerings drive those repeat interactions
  • Identify where additional information, provided through avenues such as customer or provider portals, could deter repeat contacts

Now is the time to learn how to keep your current members informed and happy. Learn more about how Nexidia can work with you to solve your most pressing challenges or Contact Us to get started.

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