Health Plan of San Mateo Strengthens Member Service Via Improved Reporting & Call Visibility
Health Plan of San Mateo Strengthens Member Service Via Improved Reporting & Call Visibility
4 PagesCase Study / Health Plan of San Mateo www.hpsm.org avaya.com Health Plan of San Mateo Strengthens Member Service Via Improved Reporting & Call Visibility Avaya - The Answer for Ailing Contact Center System. Across California, 16 nonprofit, publicly governed health care plans serve over 7.5 million people. They provide access to quality, affordable, and comprehensive health care services for all Californians. Health Plan of San Mateo (HPSM) is one such plan, serving more than 145,000 members – some of the country’s most vulnerable and underserved residents. When members call, their needs are often urgent: they have questions about eligibility, authorization or medications. HPSM fields 2,000 calls a week across its two call centers – for Medicare and Medi-Cal patients – and doe
