As the United States’ premier health insurance exchange billing vendor, NFP Health provides financial and technology solutions to state-based health insurance exchanges ranging from premium billing and end-to-end enrollment, to carrier reconciliation and contact centers.
Prior to working with PCI Pal, NFP Health faced several challenges:
- Operating seven health insurance exchanges across the country with a sizable remote workforce
- With a large subset of contact center agents responsible for taking manual credit card payments over the phone
- Rising pressure to ensure security and compliance while simultaneously improving customer experience
With PCI Pal, they were able to achieve all three, getting the whole system up and running quickly and without disruption to their existing systems. According to Jeff Stoddard, VP of Information Technology at NFP Health:
“Since implementing PCI Pal, we have seen the customer experience improve, revenue is being protected through reduced call abandonment, and it removes potential agent error when processing payment transactions. First and foremost, we don’t have to store any customer payment card data in our environment. It completely eliminates this risk, which was a critical requirement. We can provide risk certification when needed and this provides a great deal of confidence and reassurance. Lastly, it removes the onus from agents to handle sensitive card data – whether they are office-based or at home. With PCI Pal’s solution in place, we can clearly demonstrate to our clients, or anyone else, how we have addressed payment risk across our business and its positive impact on our customer experience.”
Want to learn more about how PCI Pal was able to transform the healthcare payment experience for NFP Health? Read the full case study below.
