Tough topics. Real people.
Stories & advice on workplace mental health from people who’ve been through it—and are still working on it.
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Artificial Intelligence: The Secret Sauce for Improving Medicare Member Satisfaction and CAHPS Scores
The Centers for Medicare and Medicaid Services (CMS) has announced that Medicare Advantage (MA) Star measures are shifting and will be heavily weighted toward member experience. For 2021-2023, the Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey.
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Chatbots vs. AI-Powered Agents: What's The Smartest Choice for Healthcare Member Engagement?
In many industries, every time we land on a website, there’s a tiny chatbot in the lower right corner that asks, “Can I help you with something?”
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Still Using CTRL F to Find Answers?
Did you know that many customer service representatives search between 10+ different windows, trying to find the right answer to a benefit question when they’re on the phone with a member? What the "F"? Using “CTRL + F” to search through multiple documents
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Augmenting Human Intelligence
As technology has progressed through the centuries, more and more tasks have been automated—that is, more work that previously was performed by humans is now being performed by machines. We’ve had such success in this endeavor that we often take it for granted, but automation is not a given.