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Healthcare Payer

Avaya solutions for healthcare payers

Composable, scalable healthcare payer experiences for every member.

The right cloud-based, healthcare-ready solutions deliver personalized experiences for your members, member services, other employees, and partners—without disrupting your IT team, employee productivity, or member relationship systems.

Deliver contextual connections

Make interactions seamless and intuitive by leveraging history, data, and useful self-help options.

Give your team superpowers

Enable your member services team to solve problems in the moment. Access your extended care community to bring in the right resource at the right time.

Focus services on better outcomes

Automate proactive reminders and follow-up video or phone calls. Provide supportive services that address social barriers and ongoing patient provide in-the-moment responsiveness to the unique and complex needs of your customers and employees.

Make it always secure

Establish your organization as a trusted resource. Integrate member services with your identity verification and authentication methods like facial biometrics or native-language processing.

Keep supporting remote workers

Make working from anywhere a permanent option. Done right, you can cut costs and lift employee satisfaction.

Create your strategic advantage

Attract talent and maintain loyalty by adopting a tech-first mindset and building the ecosystem to match.

Doctor advising patient on his iPad

Technology and customization that helps achieve your top goals.

We take a deep look at two strategic priorities in the healthcare payer industry—reshaping customer experience and collaborative work—and explore the solutions you need to improve experiences and grow your business.

Create a better member experience.

Members expect their needs to be met proactively and efficiently. They want your entire process to be relevant, secure, and above all, easy. Make it happen with AI-powered digital engagements that impel cross-functional collaboration.

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Always-on intelligent collaboration

Employees need to communicate with each other, members, partners, and care teams via chat, voice, video, and meetings. Everyone must have secure, real-time access to relevant data. The latest workstream collaboration combines with workflows and productivity apps to improve the speed and accuracy of your communications.

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Digital co-worker

With Conversational AI, virtual assistants can securely verify and authenticate a member’s identity and provide account info, plan coverages, care management guidelines, and other insurance support needs. These digital co-workers can accept inputs, check eligibility, route members to different departments or live agents, deliver notifications, and set up outreach campaigns.

Portrait of a medical director at the hospital

Workforce optimization

Help your team drive exceptional member services. Engage and empower employees when you break down information siloes, consolidate activities, and remove roadblocks to seamless collaboration, information sharing, and day-to-day task completion. Give your team the time and tools to focus on your members.

Where are you in the customer experience journey?

Where are you in the customer experience journey?

We partnered with Frost & Sullivan to explore the importance of customer experience in the success of healthcare insurers. Members and provider partners alike expect an experience that’s on par with best-in-class organizations. Take our Benchmark Survey to see how your current CX strategy stacks up.

Three ways to attain the right solutions to align, streamline, innovate.

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1. Hybrid cloud

Select your cloud-based solutions and your cloud provider as part of a holistic strategy to accelerate digital transformation. When most of your communications systems are on premises, making the move to a hybrid cloud platform that combines public and private services delivery options can be the most robust and rapid path.

2. Force-multiplier platforms

Move toward open, collaborative, secure, and regulatory compliant technology that reaches across the entire healthcare ecosystem. To keep members connected, and employees and integration partners engaged, invest in open, API-enabled, AI-powered cloud collaboration, and contact center solutions.

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Smiling woman looking at her phone

3. Composability

Build on top of your existing investments with a composable architecture. Using new APIs and advanced AI, healthcare payers are tapping the agility, speed, scalability, and innovation invented in the technology sector. It’s now feasible and fast to compose seamless and effortless experiences across applications, touchpoints, modalities, and personas.

Avaya Experience Platform for healthcare payers:

Avaya Experience Platform can help you fundamentally transform member’s experiences. This AI-powered, multi-cloud experience platform combines our leading solutions, partner capabilities, and cloud platform. All available via our unique hybrid delivery architecture and powered by automation and layered innovation.

  • Automation and self service: Proactive notifications, speech and visual self-service, IVR, campaign and outbound management
  • Voice and digital channels: Video, voice, chat, SMS, messaging, social, co-browsing, and bring-your-own-channel
  • AI and virtual assistants: Sentiment analysis, knowledge management, and digital co-workers
  • Workforce engagement management: Call and screen recording, quality management, workforce collaboration
  • AI-enhanced workflow orchestration: Workflow design and automation
  • AI analytics and insights: Analytics on desktop, speech, and processes—plus CRM integration and performance management
  • Security and biometrics: Highly secure, private, and compliant voice and facial biometrics
  • Advanced routing: Context, insight, attributes, and AI that matches members to the best resources
  • Seamless transfers: From self-service to agents or member advisors, includes full context and a single view from all channels

Real-world stories of success:

A healthy solution: Buchholz/Winsen Hospitals set the course for digitalization

A healthy solution: Buchholz/Winsen Hospitals set the course for digitalization

Engagent Health increases conversions by 60% using Avaya

Engagent Health increases conversions by 60% using Avaya

Avaya solutions

Man in suit with laptop on lap and headphones talking on phone

Avaya Experience Platform

Incorporate AI and analytics with resources from across your entire healthcare ecosystem to create customer and workforce engagement solutions that connect every touchpoint, on every channel.

Avaya UCaaS

Enable employee experiences that boost productivity and empower your entire team to serve members faster, better, and at scale.

Avaya Communications APIs

Use prebuilt apps to immediately deliver enhanced customer and employee experiences.

From the Avaya Blog:

Patient access through self-service and automation

Patient Access Through Self-service and Automation: Overly Complex or Just What We All Need?

More patients than ever want easy access to their own health information, including 80% of the 28 million NHS App users....

Dave O’Shaugnessy

June 21 8 min read

Enabling Effective Hybrid Work in the Healthcare Payer Space

Enabling Effective Hybrid Work in the Healthcare Payer Space

Avaya’s research shows that healthcare payers continue to move towards hybrid work as processes evolve and...

Alisson Moore

September 14 3 min read

Elevating CX in the Healthcare Payer Space: Trends and Insights

Elevating CX in the Healthcare Payer Space: Trends and Insights

There’s no time to waste for elevating customer experience in the healthcare payer space. Avaya’s latest...

Alisson Moore

July 18 3 min read



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