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Payer Advocacy Center


41% of Americans say they are likely or more likely to switch insurance providers due to a lack of digital capabilities.


What if you had one centralized system connecting service and clinical users to quickly resolve inquiries and coordinate engagement with your highest value members?

Payer Advocacy Center is a tech-enabled digital backbone, leveraging pre-configured CRM capabilities and workflows to help accelerate the implementation of advocacy solutions, increasing the efficiency and effectiveness of your enterprise.

PwC’s Consumer Insurance and Retirement Pulse Survey, June 2020

Simplify and streamline your advocacy solution

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Reduce process variance

Move faster and reduce errors by standardizing your processes and implementing workflow automation.
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Improve scalability

Improve technical performance and reduce manual maintenance efforts by consolidating your advocacy ecosystem into a dedicated console.

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Reduce costs

Provide clinical guidance to redirect patients to lower-cost treatments and save on administrative overhead.

Helping you discover the insights you need to accelerate your engagement strategy

advocate home

Advocate Home

Visualize your operations through a personalized view of outstanding and completed cases, current metrics (i.e., NPS scores, FCR rates), upcoming tasks and announcements.

member 360

Member 360 

Provide members with a 360-degree view of key member details, a summary of interactions with their plan or benefits and personalized, data-driven engagement intelligence triggers.

clinical dashboard

Clinical Dashboard

Create and manage care plans using industry-leading, evidence-based guidelines, quickly reference and add barriers or social determinants of health and collaborate with other clinicians to help proactively close gaps in care.

Payer Advocacy Center provides insights so that you can reach your goals:

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Improve steerage

Enable your cloud solution to steer members to low-cost, high-quality providers.
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Increase customer retention and member growth

Remain competitive among peers with insights into patient information: With a Member 360 Dashboard and Engagement Opportunity algorithms you can visualize health status and member satisfaction.
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Increase personalization

Access customized metrics to measure your goals and control your performance, workload, key announcements and workforce management all in one place.
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Increase deflection to self-service

Members access an MVP portal to access assessments, surveys and chat with both agents and self-service team members.

A proven approach to Advocacy success

full customer advocacy transformation

Full customer advocacy transformation

We helped transform a National Health Plan's service capabilities with an enabling platform to improve member experience and health outcomes, resulting in over $100M annual value through cost savings, membership retention and growth.
accelerated timeline to stand up transformation

Accelerated timeline to stand up transformation

PwC helped launch a care concierge platform and call center utilizing Payer Advocacy Center in under 10 weeks to empower members to lower their cost of care for surgical procedures. This covered 350,000 members at launch, scaling to over 3 million members by the end of the first year.
improved member steerage

Improved member steerage

Our client needed help to launch a complex tiered product that focused on steering members to low-cost, high-quality providers. PwC identified the digital customer experience capabilities that were required to engage members in tiered networks and products and reduced medical costs by up to 35%.
Admin and medical cost savings

Admin and medical cost savings

PwC helped design and execute future-state platform architecture with one clinical platform, including a single source of truth for all data elements and real-time data exchanges between core platforms. This helped the client realize over 5% run rate admin cost savings and 2-3% run rate medical cost savings.

Meet the Payer Advocacy Center team to learn more!

Keith Fengler

Customer Transformation Leader, PwC US

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John Argenziano

Salesforce Principal, PwC US

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Matthew Klein

Advocacy Center Solution Owner, PwC US

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Sanchit Madan

Customer Advocacy Partner, PwC US

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