Intuitive technology-driven cloud contact center
Optum® One Assist was created to improve communication channels for state Medicaid and HHS agencies. Built in the cloud and powered by artificial intelligence (AI), One Assist can respond dynamically to client needs. Improve operational efficiency and deliver a seamless user experience — all from one integrated platform.
Key benefits
Contact centers support critical services. They require modern solutions to improve member and provider experiences and enhance efficiency.
Provide a smarter, more intuitive experience
Our virtual assistants use AI to interpret what a caller needs to get them to the right team or self-service application, with 24/7 support.
Scale and deploy on demand
Built from scratch to live in the cloud, One Assist is easier to integrate, allows APIs into all data and can deploy and scale rapidly.
Reduce turnover of contact center agents
Contact center agents get ongoing training through quality assessments, coaching, self-evaluations and scenario-based training.
Improve quality with technology and tools
Voice analytics and sentiment analysis can be used in real time, or on recorded interactions. This feedback provides valuable insights.
Boost efficiency with customized reporting
Contact center leaders can create multiple personalized dashboards to view all insights and information needed at a glance.
Deliver consistency for members and providers
All channels are integrated to deliver a consistent experience and allow contact center agents to seamlessly transfer callers.
Configure security controls for access
One Assist is 100% MARS-E compliant and built on a FedRAMP platform so states can configure roles-based access.
One Assist meets stakeholder needs at every level
In a single solution, you can meet the nuanced needs of:
- Providers: Support on questions about member enrollment and eligibility, EDI, incentive programs, utilization management, claims, prior authorization and more
- Members: Support on the status of enrollment, utilization management, verifying prior authorization, scheduling appointments and and more
- State staff: Benefit from tech-driven services that help reduce contact center costs when combined with our expertise, trained agents, workforce management and cybersecurity programs
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