Customer Experience, Service & Success

Resultscx Receives Two Stevie Awards

Honored for Providing Exceptional Empathy-Based Support Grounded in Competency, Confidence, and Compassion to Health Plan Members, Patients, and Families

ResultsCX, a provider of Customer Experience Management (CXM) services to leading global companies, including Fortune 100 and 500 firms, today announced it was honored as the recipient of two Stevie Sales and Customer Service Awards recognizing the company’s superior member engagement and experience initiatives.

The company was named a Silver Stevie Winner in the Best Customer Engagement category for leveraging digital outreach strategies designed to increase healthcare appointments. ResultsCX was recognized for helping a Fortune 50 healthcare payer and long-term Medicare Advantage health plan client that was concerned about members who were not scheduling and completing the regular appointments needed for adequate care for their chronic conditions.

To meet the client’s goal, ResultsCX used client-provided lists of members with chronic conditions to make proactive outbound contacts by telephone and text to encourage higher levels of patient care compliance. The call flow was adjusted to close multiple care gaps in a single contact, and specialized training was created for specific healthcare conditions. Digital strategies successfully increased inbound contact volume, with text messaging and emails driving as many as 100,000 calls.

ResultsCX was also named a Bronze Stevie Winner in the Achievement in Customer Experience category for the creation of a CMS Taskforce for its Medicare Advantage clients. Knowing the impact of CMS Star Survey results for Medicare Advantage plans, the ResultsCX CMS Task Force is aimed at elevating care quality and helping clients boost Star Ratings, strengthen their reputations, and bolster their financial performance. The Task Force used advanced analytics to identify and collect best practices contributing to five-star ratings and then institutionalize them across all relevant client engagements.

ResultsCX provides Resolution-Centered CX, a wide range of customer experience management solutions that leverage digital support pathways, artificial intelligence, human intelligence, automation, and actionable analytics to achieve member and customer resolution quickly and accurately.

“These awards are a testament to ResultsCX’s commitment to providing the very best empathy-based support to health plan members, patients, and families. Every day our healthcare teams offer outstanding member advocacy grounded in competency, confidence, and compassion that supports better outcomes,” said Rajesh Subramaniam, CEO. He further added, “I could not be more proud of our teams for this recognition, which illustrates our deep commitment to designing, building, and delivering digitally influenced journeys across myriad vertical industries and customer needs to help our clients thrive and ensure members and customers have exceptional experiences.”

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