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Nathan Ray of AFMC (left) and Joe Hernandez of BluIP (right) pose with Charlie Mitchell of CX Today, a leading global online publication, who spoke with them about how AFMC uses cutting-edge technology to enhance patient outcomes.

Nathan Ray, SVP of Business Operations, Selected for NICE Panel at Customer Care Week 2024

JULY 2, 2024; LAS VEGAS, NV — One of our goals at AFMC is to drive the future of healthcare through innovative technology solutions. Nathan Ray, AFMC SVP of Business Operations, recently showcased our forward-thinking approach at Customer Contact Week 2024 in Las Vegas. AFMC is uniquely positioned as a small nonprofit organization utilizing cutting-edge technology, quality assurance analyses, a Salesforce CRM platform for tracking and program management, and real-time access to data and trends that offer a variety of solutions to the State and Medicaid beneficiaries.

At the conference, Nathan illustrated how AFMC is not only keeping pace but setting the stage in leveraging innovative technology to redefine the consumer experience.

AFMC’s customer-focused strategy revolves around integrating advanced technologies into our daily operations to anticipate and meet consumer needs. A prime example is our partnership with BluIP and NICE and the adoption of their industry-leading CXone system in our contact center. The cloud-based CXone platform, which is fully integrated with our Salesforce CRM platform, employs artificial intelligence (AI) to significantly improve the consumer experience. By leveraging AI, we ensure that our services are ahead of the curve, consistently efficient, and personalized to each consumer's needs.

The NICE CXone platform includes several cutting-edge tools that allow AFMC to maintain our consumer-focused services:

  • IVR Systems — empowering consumers to find solutions independently, reducing wait times, and improving satisfaction
  • Intelligent Call Routing — using agent performance measurements and analytics to match consumers to agents with the best skills to meet their needs
  • Agent Optimization Tools — Harnessing AI and real-time performance feedback to equip our team with the best possible resources to address the issue
  • Behavioral Models — Applying AI to understand and anticipate consumers’ needs to facilitate a more proactive approach to customer service

During his interview with CX Today, Nathan further highlighted how our technological integrations enhance consumer outcomes and form part of a larger, strategic approach to using technology as a linchpin for our internal quality assurance processes, data collection, and analysis efforts. This ensures that every aspect of AFMC’s service, from initial contact to post-call follow-up, is of the highest standard.

By focusing on innovative technology, AFMC is changing not only how we interact with our consumers but also how we navigate the healthcare landscape. In Nathan’s words, it’s about “having a conversation with our consumers and understanding what their business case needs are at the workflow level.” AFMC is also in the process of deploying a HIPAA-compliant secure web chat solution to further meet our consumers’ needs straight from their devices.

For those interested in learning more about how AFMC is leading the charge in healthcare innovation through technology, you can also view Nathan’s full interview and learn more about Customer Contact Week. Through strategic technology integration and a relentless pursuit of excellence, AFMC is dedicated to delivering effective and transformative healthcare solutions.

CX Today is a leading online publication focusing on Customer Experience technology.  Launched in 2020, CX Today is the only dedicated customer experience technology news publication, globally.

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