As we plan for the new normal, it’s time for Medicaid plans to evaluate the change in member expectations and behavior. People are now performing jobs successfully at home in record number, and a recent Gartner poll shows that 48% of employees will continue to work remotely in the future. In short, remote work and service are trends set to control the remainder of 2020 and 2021.

Strategies and workflows will need to adapt to accommodate this growing remote trend. To help ensure your organization’s continued success, focus on the following three areas:

• Employing new technologies
• Reconfiguring workflows
• Establishing a centralized base of knowledge.

These three areas work in tandem to help modernize your workflow systems. Here is more insight into how your Medicaid plan can use these elements to capitalize on the remote service trend.

Employ New Technologies

As technology progresses, customers will expect more useful and intuitive service options. Many either lack the patience or interest nowadays to wait on the phones, and a growing number prefer to engage with businesses through different means. That’s why embracing new technologies, such as chatbots, can help expedite your service and improve completion rates. A chatbot is a computer program that allows humans to interact with technology through various input, such as voice, text, gesture, and touch. The key benefit is that technology services like this help more customers while allowing call center staff to focus on higher order service.

Configure Workflows for Remote Service

Customers now expect service through a variety of different mediums 24/7 365. In order to meet this demand – and help improve member behavior – reconfigure existing workflows to meet remote capabilities. Three key planks should guide discussions for remote workflows: reliability, security, and scalability. By minimizing downtime, employing authentication procedures for member verification, and reducing operational risks to help your business scale faster, you can ensure that new systems meet member’s interests.

Establish a Base of Knowledge

To keep your new technology platform and processes running smoothing, it’s critical to establish a base of knowledge. What are the answers to common customer questions? How should the information be shared among different parties? How can algorithms route customer inquiries to the correct customer representative? Having answers and workflows to problems and situations like these can help your Medicaid plan running smoothly and compliantly. Look for a software vendor solution that can help your organization implement these protocols and troubleshoot potential problems.