Sample Models

Model 5.11: ANP BOCR - Outbound Enrollment Verification Calls

Short Description

After the 2010 AEP timeframe, UPMC Health Plan chose to move the outbound verification call process back in house. We believed we were capable of managing the smaller volume of enrollment effectively, provide a higher level of quality service to our members, maintain better control of our compliance, and, of course, reduce costs, as existing staff would be able to manage the significantly smaller volume of calls. As we approached the 2011 AEP season, we were again faced with a decision to make: Maintain operations in house with temporary staff members (Do Not Outsource), outsource to our existing vendor (Use Existing Outsource Company), or contract with a new organization (Use New Company A).

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