TTEC transforms employees’ benefits understanding with healthcare navigation

Challenge

Seeking to enhance employee wellbeing through benefits understanding

TTEC employs a workforce of 25,000 individuals across the United States, primarily stationed in various call centers. Their diverse workforce presented a challenge when it came to customizing benefits and wellness initiatives. The primary goal was to ensure employees were aware of their available resources — that’s where Quantum Health played a pivotal role.

Solution

Executing a plan with healthcare navigation

Empowering healthcare consumers

Recognizing the ongoing financial burden of unplanned employee ER visits, TTEC sought to help their members make more informed benefits choices. Quantum Health Care Coordinators promoted preventive care by guiding members to appropriate primary care physicians, and helped reduce the number of ER visits by encouraging the use of telemedicine and urgent care clinics. These efforts led to increased cost savings and better health outcomes.

Tapping into mental health resources

The pandemic prompted TTEC employees to work from home, causing downstream effects in their mental health. TTEC had already built and implemented a best-in-class mental health program, but our partnership took it to the next level. We helped increase employee benefits engagement significantly, ensuring members felt supported and had access to the right resources.

Unifying point solutions

As TTEC members’ main point of contact, we are uniquely positioned to drive utilization and engagement within our vendor ecosystem. We engaged with both high-risk and low-risk members to ensure everyone was aware of the resources available to them. This resulted in 65% engagement overall. By managing all of TTEC’s point solutions — from diabetes management to hypertensive care to smoking cessation — we were able to guide members to the most appropriate care at the best time.

Results

Paving the path toward a healthier workforce

“I believe that taking a holistic approach with Quantum Health has greatly improved our employees’ healthcare experiences, and we’re very proud of that. We talk about employee satisfaction frequently, and this brings that to the forefront — it’s why we’re in the business of humanity. Anything we can do to make the healthcare process easier is a step in the right direction.”