Modivcare Announces Successful Implementation of AI Automated Omnichannel Cloud Solution to Improve NEMT Member Experience
18 September 2023 - 3:00PM
Business Wire
Modivcare Inc. (the “Company” or “Modivcare”) (Nasdaq: MODV), a
technology-enabled healthcare services company that provides a
platform of integrated supportive care solutions focused on
improving health outcomes, announced that the Company successfully
rolled out and implemented the Genesys Cloud CX® Platform, the AI
powered, all-in-one cloud contact center solution, which will
improve its member care experience while streamlining and driving
efficiencies at its mobility care centers. This transformative move
reflects the Company’s commitment to deliver outstanding service to
its members. By integrating Genesys’ advanced cloud-based contact
center technology into its member care centers, Modivcare is poised
to set a new standard in the NEMT industry for member engagement
and satisfaction.
Key highlights of the Genesys Cloud CX implementation
includes:
- Improved Member Engagement: members can now reach
Modivcare seamlessly through their preferred communication channel
including phone, email, chat, and SMS. This flexibility ensures
that members receive the proper support needed, precisely when and
how they prefer it. Genesys Cloud CX utilizes voice biometrics and
machine learning to simplify the process when members communicate
which has driven a 67% improvement in rides booked through
automation.
- Personalized Care: our care teams now have access to
comprehensive member information in real-time, enabling them to
provide tailored and efficient care.
- Scalability: Genesys’ cloud infrastructure equips
Modivcare to handle increased member insights through member
interactions, enabling continuous improvement through our services,
which contributes to better health outcomes. This implementation
will also help drive a best-in-class cost structure in Modivcare’s
call center operations.
- Data-Driven Insights: robust analytics tools empower
Modivcare to gain valuable insights into member interactions,
enabling continuous improvement in our services resulting in
improved outcomes and the best member experience.
- Enhanced Security Measures: protecting member data is
paramount and the Genesys cloud solution prioritizes data security
and compliance, ensuring that member information remains
safeguarded at all times.
“Our collaboration with Genesys is a significant step forward in
our mission to provide high quality, member-centric care,” said L.
Heath Sampson, Chief Executive Officer. “By leveraging Genesys
Cloud CX, we have elevated our ability to deliver seamless,
personalized experiences that cater to the unique needs of our 34
million members. This nationwide implementation is a meaningful
step in laying the proper technical foundation and it makes
Modivcare one of the first companies in the NEMT industry to
leverage AI to improve the member experience while providing
valuable real-time data capabilities and analytics to ensure
quality performance at scale. This is an important milestone for
our omnichannel member communication initiative and a key driver
for our $30 million to $50 million cost reduction initiative over
the next 12 to 18 months.”
The strategic collaboration between Genesys and Modivcare marks
a new era for NEMT communication and the member experience. Through
the fusion of cutting-edge technology and a member-centric
approach, both organizations are poised to make a material and
positive impact on the valuable transportation services provided to
the most vulnerable populations.
“In today’s channel less reality, the healthcare industry has an
imperative to modernize their customer experience infrastructure to
meet the diverse needs of patients and members,” said Olivier
Jouve, Chief Product Officer at Genesys. “Genesys Cloud CX provides
the scalability and customizability for Modivcare to meet its
members when and where they need — all on a secure platform. And,
with Genesys AI powered experience orchestration capabilities,
members are given personalized and efficient care to not only
deliver better experiences but help drive better health
outcomes.”
About Modivcare
Modivcare Inc. (Nasdaq: MODV) is a technology-enabled healthcare
services company that provides a platform of integrated supportive
care solutions for public and private payors and their members. Our
value-based solutions address the social determinants of health
(SDoH), enable greater access to care, reduce costs, and improve
outcomes. We are a leading provider of non-emergency medical
transportation (NEMT), personal care and remote patient monitoring.
To learn more about Modivcare, please visit www.modivcare.com.
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Relations Kevin.ellich@modivcare.com
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