3 Things to Look for When Adding Health Insurance Member Portal Secure Messaging

March 5, 2019

Tom Eineker

Increased productivity – and a better CX (customer experience) are goals we frequently hear from our health insurance customers when they add secure messaging to their health insurance member portal. Many email encryption solutions for health insurance member portals create a separate portal with lots of extra logins and confusion -definitely not a good CX.  So how can a secure message center be added to health insurance member portals and meet the goals of increased productivity and a better CX?  HIPAA compliance is just a part of what you need so here are three things besides HIPAA compliance to look for in a solution:

  1. Integration of the secure message center with existing CRM systems and contact center solutions. First and most important is to be sure the secure messaging solution you are getting can be seamlessly and easily integrated with your existing member portal and the systems that support it – such as Salesforce, Pega Systems, Avaya or even something home grown. Look for standard web services APIs for account authentication, account provisioning, message and file transfer, sent and received message listing, and interaction tracking and reporting.  Make sure the provider offers resources to support the APIs such as a full test environment and documentation.
  2. Ease of use. Using a security solution often means CSRs and members have to learn new ways of working making it less likely they will do what you need – especially when in a crunch. Integrating a secure message center makes life easier for CSRs and members – and can be as simple as adding a send secure button within your existing member portal. Members and CSRs can login to your customer portal the way they always do with no need to go to a separate secure portal, remember extra logins or passwords or go through the difficult process of key exchange.
  3. Flexibility in secure communications. Members and CSRs should be easily able to exchange sensitive emails and documents such as forms, files, images, coverage details and recent statements. These email exchanges should be enabled for initiation by either the CSR or the member – and be presented in a conversational way, showing both sent and received messages in the conversation.

Time is money when it comes to your CSRs. Having all communications with a member in one place – including secure ones, not only can save your CSRs time, but also make the process easier for both the member and your CSR.   So, if a better CX is on your list of things to do this month – consider adding a secure message center to your existing member portal.  You’ll be glad you did.

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