PACE

Agents learn health insurance topics coupled with listening and probing skills so they can determine what the caller is asking and articulate an answer the caller can understand. We focus heavily on how to drive EMPATHY and the soft skills needed to handle the complex situations that agents deal with every day.

Operating an effective call center is central to achieving strategic member engagement objectives and success starts with each agent.

Thriving as a customer service payer agent requires P.A.C.E:

  • Proficiency
  • Accuracy
  • Confidence
  • Empathy
We’ve designed an innovative onboarding program that brings a state of the art learning approach to your call center training room. Our comprehensive 10-day program creates agents with a deep understanding of the health industry and know how to translate this deep understanding in a way that is approachable and educational to your members.

Today’s members expect an exceptional experience and meeting those expectations in a healthcare call center requires empathy. PACE gives your agents the tools, techniques, and experience to deliver, even in the most difficult situations. Our program provides turnkey access to a curriculum that leverages the latest thinking in adult learning to ready your agents faster.
After PACE, your agents are more flexible and adaptable as the industry changes because they understand Health Care at its very foundation.

Agents learn insurance topics coupled with listening and probing skills so they can determine what the caller is asking and articulate an answer the caller can understand. We focus heavily on how to drive EMPATHY and the soft skills needed to handle the complex situations that agents deal with every day.

Download our free PDF to learn more about PACE