Quality Unlocked: Lyric’s Path to Premier Customer Success for Health Plans
by Chris John, AVP, Emerging Solutions, Lyric
In the healthcare sector, where technological interactions significantly impact outcomes, the continuous improvement of customer success is not just an objective—it's an imperative. At Lyric, we've embarked on a transformative journey to enhance the quality of our services, ensuring that our technological innovations and related support align with our health plan clients' essential needs. Our philosophy is straightforward yet profound: to transcend the role of a vendor and become a genuine ally to our health plan customers. This extends beyond the use and benefits of our solutions; it encompasses actions and communications that reinforce trust, transparency, and alignment.
Our Dedication to Excellence: Reflecting on our Path and Envisioning the Future
While Lyric has maintained longstanding relationships and a 99% customer retention rate with many top health plans, we faced significant challenges about eight years ago. The rapid expansion of our customer base, although promising, led toa rise in leaked defects, which hampered service quality and customer satisfaction.
Our valued customers deserve the best in customer service. So, to address these challenges, we established a Test Center of Excellence in 2017. This center was not merely a corrective step, but a strategic imperative aimed at intertwining technical accuracy with operational superiority. It set a new benchmark in healthcare customer service by rigorously addressing and reducing our leaked defects.
Lyric experienced a positive and dramatic improvement, reflected not just in the reduced number of defects but also in our leakage rate, which measures the number of defects found by customers against the total defects identified—including those we catch internally. This rate was higher than the industry acceptable rate of 10% or below. We have since managed to reduce this rate to below that level, aligning with industry benchmarks and substantially enhancing our service quality.
These metrics are a testament to our commitment to quality and operational excellence, which, to this day, benefits health plans through enhanced payment accuracy, increased medical savings, and significantly reduced administrative costs. Our journey from addressing hundreds of defects to setting industry-standard benchmarks illustrates our dedication to transforming challenges into opportunities for growth and innovation. This ongoing commitment ensures that we not only meet but exceed the expectations of our health plan partners, solidifying our role as more than a provider—a true partner in their success.
Below, I detail five key best practices that have guided the quality journey of Lyric’s customer success team and solidified our commitment to our clients; particularly focusing on how these practices, to this day, benefit health plans through enhanced payment accuracy, increased medical savings, and reduced administrative costs.
Standardization of Excellence: Ensuring Uniform Quality Across Touchpoints:
Our first strategic move was to establish uniform standards of operation. This involved a comprehensive review and restructuring of our processes to ensure consistency across all teams. By standardizing how we handle each client interaction, we ensured that our service quality was not dependent on individual teams but was uniformly excellent across the board.
Empowerment Through Knowledge: Continuous Professional Development
Recognizing that the strength of our service lies in the capabilities of our people, we invested heavily in continuous training programs. These initiatives ensure that our engineers and customer success representatives are not only updated with the latest in claims editing and management but also deeply skilled in navigating the complexities of healthcare policies and regulations.
Technological Advancements: Driving Efficiency and Accuracy
At the core of our strategy lies a robust commitment to harnessing technology. The automation of test execution and the integration of advanced analytics have significantly reduced human error and increased our efficiency. This shift has not only improved the speed and accuracy of our services but also allowed us to provide more insightful analyses and forecasts to our clients, empowering them with the knowledge to make informed decisions.
Rigorous Quality Tracking: Setting and Surpassing Benchmarks
By setting high performance benchmarks and rigorously measuring outcomes, we have risen above top-performing industry benchmarks for defects.
Culture of Accountability and Innovation: Fostering a Proactive Work Environment
Finally, the bedrock of our customer success strategy is our organizational culture, which champions both accountability and innovation. Each team member, from the front lines to our executive offices, is empowered to take ownership of their role in driving customer success, encouraged by a framework that supports innovation and rewards initiative.
The Outcome: Strengthening Trust and Operational Efficiency
The tangible outcomes of our focused quality journey are clear: a significant reduction in defects signifies not just improved processes and technological integration but also stronger, trust-based relationships with our clients. Health plans depend on us for efficient claims management and proactive advisory, helping them navigate the complexities of healthcare administration with greater confidence and reduced overhead.
Future Directions: Embracing Continuous Improvement
Looking ahead, our commitment extends beyond maintaining quality; we aim to perpetually enhance it. The dynamic nature of healthcare demands vigilance and a proactive approach to both innovation and customer engagement, ensuring we stay ahead of emerging challenges. In closing, our journey towards elevating customer success is ongoing—a process of continuous adaptation and anticipation of our clients' needs. At Lyric, we are more than just providers of healthcare technology; we are committed partners in our clients' success, continuously refining our strategies and solutions to empower them in an ever-changing industry. This is not merely our mission; it is our steadfast promise to every client we serve.
About Lyric
Lyric, formerly ClaimsXten, is a leading AI healthcare technology company, committed to simplifying the business of care. Over 30 years of experience, dedicated, expert teams, and top technologies help deliver up to $14 billion of annual savings to our many loyal and valued customers—including 9 of the top 10 payers across the country. Lyric’s solutions leverage the power of machine learning, AI, and predictive analytics to empower health plan payers with pathways to increased accuracy and efficiency, while maximizing value and savings. Lyric is investing in AI driven technology to ease implementation and speed to value for customer savings, while offering enhanced and newly available solutions through internal product development and strategic partnerships, including recently announced partnerships with Concert Genetics, Autonomize AI, and now, Codoxo. Discover more at Lyric.ai.
