Accenture Health’s Payer Practice is taking customer service to the next level for its clients by introducing new engagement models for personnel who regularly interact with paying members. By using data-driven metrics, clients know how to invest in their agents and offer exemplary customer service.
For the past 13 years, Shatica McDonald’s passion for health care has afforded her extraordinary professional experiences within Accenture. Now a senior manager in management consulting, she believes that a client’s transformation begins from the inside out. She also knows that new deliverables should not disrupt a client’s current models or compromise the quality of service customers received during a major transition in training, technology, and bringing new products to market.
“Clients partner with Accenture because of our proven, global track record of discovering innovative solutions and stay with them throughout the entire journey—from ideation to implementation,” said McDonald. “We design, test-run, and deploy aspects of the proposed solution to ensure that it’s the best strategy. We are as equally invested in their success as they are, so we customize our methodologies to meet each individual client’s needs.”
McDonald often works with clients experiencing inconsistencies within their existing customer service operating models. By addressing each contributing factor through data-driven metrics and collaboration between Accenture Health’s subject matter experts and their client counterparts, McDonald and her colleagues focus on solutions that eliminate persistent challenges. Post implementation, the return on investment manifests where it counts: the reduction of negative reviews or complaints from customers, an increase in positive service, and both the retention of and an increase in membership.
A national payer organization solicited a proposal from Accenture Health to help them design one platform for contact centers, customer service agents, and other personnel to use when interacting with members. After meeting with business leadership, McDonald coalesced a cross-discipline group of experts to create and eventually present a tri-fold solution to the client.
“The two prevailing recommendations our proposal included were that training employees how to use new technology and empowering customers with new service platforms would optimize the company’s ability to implement uniform, consistent protocols,” said McDonald. “They agreed and partnered with us because we introduced the right solution that would help them stay competitive while re-imagining its customer service.”
McDonald’s dedication to excellent service doesn’t stop with her responsibilities at Accenture. The Detroit native also applies her expertise to her role as a youth advocate for the Detroit Public School System’s “Adopt-a-School” program. She also regularly shares and lends her professional experiences as the African American Employee Resource Lead for Diversity and Inclusion in Michigan.