Cambia Health Solutions: HIPAA is not a reason to ignore people, presented by Jeremy Solly

MEM

BER MEETIN

G 40

SO

CIALMEDIA.ORG

Cambia Health Solutions Jeremy SollyHIPPA is not a reason to ignore people: How we launched social customer care in a regulated industryLearn more about Member Meetings

socialmedia.org/meetings

SOCIALMEDIA.ORGCASE STUDIES

Member Meeting 40Los Angeles7-26-2016

11

HIPPA IS NOT A REASON

TO IGNORE PEOPLE

© 2016 Cambia Health Solutions, Inc.

AKA How We Launched Social

Customer Care in a Regulated Industry

22 © 2016 Cambia Health Solutions, Inc.

Social Media is not for ostriches.


Our Process was:

Inefficient

Undefined

Reactionary

Unhelpful


HIPPA(or fear)


“HIPPA is not…

… a reason to not share

authentic stories.”- Christoph Trappe

Nor is it a reason to

deny customers the

help that they seek.

66

How to Develop the…

• People

• Process

• Platform

• Tools


$$$To Create..

A Social Customer Care group that answers anyone speaking to our brands on social media within 1 hour.

Meet consumers

where they are.


Hub:Social Media

Center of Excellence

Human Resources

Marketing

Operations

Member Services

SalesHealth Care Services

Employees

Strategic Communications

Executive

88

• Unflappable

• Problem Solver

• With follow through

• Curiosity

• Adaptable

• Desire to Learn

• Communication Skills

• Timeliness

• Interest (we asked)

Qualities of a Super Social Care Rep


99

Training

• New Rep Onboarding

• Tool Training

• Process Training

• On Demand Coaching

• Updates: on Process, Tools, Platforms & Best Practices

• Quarterly Tabletop Exercises

• Annual Review



Choose Wisely…

1212

Reputation Management + Customer Service

CS Lead looks up user in FACETS

CS Lead Tags as Rep Mgmt

CS Lead posts a response to the user notifying them that we are looking into the case

CS lead exhaust resources to resolve; If not resolved create

incident brief with information from FACETS and hand off to Stakeholder

Comm Lead

Not resolved by CS – Stakeholder Comms reviews incident & engages

internal SME to resolve issue

Stakeholder Comms shares incident brief with SMEs and formulate reply

Review with StratComm Mgr in appropriate market

Customer Service

CS Lead looks up member in FACETS

CS Lead posts response w/in 1 hour during biz hours (at least acknowledge

that we heard & are working on it)

CS Lead:

If able (PHI) answer question publically

If question requires research or involves PHI schedule a follow up

call w/ member

CS Lead - close case

SOCIAL MEDIA – RESPONSE PROCESS

Best Practices

for Customer

Service

Response:

1. Check Facets

2. If member is

identified, post

response

stating that we

are working on

the issue

3. If not found –

DM request

for contact info

When to use

this:

When a customer

post appears in

Social Studio and

is evaluated and

tagged –

Customer Service

or Reputation

Management &

Customer Service

1414

Lessons Learned

• Collaboration

• Do’s & Don’ts (Framework)

• Clearly defined roles

• Industry Resources



Regulators mission is to protect consumers.

One of your companies core values should be as well.


Consumer demand evolves faster than regulators

ability to adapt.

1717

Results?



Next Steps

CSAT Scores

24/7 Service

Facets Integration


Thank You!

[email protected]

Twitter: @jsolly

LinkedIn: /in/jeremysolly

Insta: @jdsolly

Snapchat: jeremysolly

mailto:[email protected]

Learn more about past and upcoming Member Meetingssocialmedia.org/meetings

MEM

BER MEETIN

G 40

SO

CIALMEDIA.ORG

Learn more about Member Meetingssocialmedia.org/meetings

SOCIALMEDIA.ORGCASE STUDIES

Member Meeting 40Los Angeles7-26-2016

Cambia Health Solutions: HIPAA is not a reason to ignore people, presented by Jeremy Solly

Social Media

Transcript of Cambia Health Solutions: HIPAA is not a reason to ignore people, presented by Jeremy Solly