"... recently handled its 3 millionth call..."

Gateway Healthplan

"Gateway Health Plan has used the DIVA IVR system since 1997. It has recently handled its 3 millionth call since being installed and includes IVR and fax-back capabilities.

Our applications include member eligibility, referral entry and referral review and the adoption of DIVA by our provider network has made this system critical to our operations and is considered a mission critical system in terms of business continuity."

- December 2009

Margaret Worek
VP Operations
Gateway Health Plan, Inc.
Pittsburgh, PA

 


 

Voice Response Overview

FlexVP IVR Platform

FlexVP allows callers to automatically access healthcare and member information using a touch-tone telephone. Applications include verification of member eligibility, obtaining member benefits information, accessing status of claims information, and authorizations / referral entry and review.

This information is obtained through an interface to the managed care organization's claim system. ISG has integrated the FlexVP interactive voice response (IVR) system with healthcare claims systems offered by: DST Health Solutions, Perot Systems, Erisco Facets, Ika Systems, and OAO Healthcare.

FlexVP can access network or LAN databases including Microsoft SQL, Oracle, MySQL, etc. using a data view, stored procedure or web service.

For legacy products,  FlexVP can connect to mini or mainframe computer using 5250, 3270, VT100 or other terminal emulation.


FlexVP Benefits

  • Information available 24 hours a day, 7 days a week
  • Faster service to providers and members
  • Decreased wait times and abandonment rates
  • Increase call capacity without adding service reps
  • Customer defined levels of login and password security
  • On-line, real-time system status checks and reporting
  • Provide consistent information to insure HIPAA compliance
 

2010 Insurance Systems Group, Inc. P.O. Box 50387 Raleigh, NC 27650