PLEXIS’ Intuitive New User Interface

Orion enables your staff to operate the PLEXIS platform more efficiently so that they can perform essential job functions and save costs for your organization while delivering higher-quality services.

Orion is configured for three roles in your organization:

Customer Service

PLEXIS’ new front-end customer service experience enhances call management capabilities, provides a streamlined user experience (UX), and delivers fast access to critical data. Orion empowers your call center staff to learn the system more quickly and utilize it more efficiently, thereby delivering tangible speed-to-value for your organization.

“Good customer service improves member satisfaction with health plans more than other engagement tools and strategies, the team found. Customer service was even more important than health plan costs or the benefits package offered.” — Thomas Beaton, HealthPayer Intelligence

Reduce the cost of managing your call center

  • Quickly find relevant information for a provider, member, or household
  • Track ticket status, duration, and other key performance indicators
  • Easily track task details and status with simple visual indicators
  • Create tasks for workgroups or individuals
  • Ensure tasks are addressed in expected timeframes with reminders
  • Includes operational management reports and dashboards with mobile access capabilities to enable supervisors to track KPIs and ensure SLA compliance

Increasing CSR Efficiency:

• Recording call information in a CS ticket
• Presenting member enrollment/accumulators
• Presenting member invoice payments
• Presenting claims and authorizations
• Enabling individual user settings on data presentation
• Enabling web and mobile access

Call Tracking and Ticket Management

Customer service representatives find information far more quickly and deliver better customer service with timely, accurate answers to caller inquiries, resulting in and higher rates of first-call resolution.

The Orion user interface includes:

  • Quick search functions
  • Selectable views and filters to identify specific tickets
  • Automated tracking for pertinent caller details and ticket info
  • Collapsible panels to view more details when needed and fewer when not needed
  • Easy access to task management associated with a ticket (can assign one or more tasks to an individual ticket)
  • Quickview for task status with optional reminders
  • Tasks are easily assigned to specific users or groups