Press Release

Burlington, MA - Silverlink Communications, the leader in personalized voice solutions for client communication, today announced the availability of SAVS-HP (Silverlink Automated Voice Services for Health Plans), the first fully automated set of voice solutions designed specifically for health plan providers. SAVS-HP enables health plans to proactively engage in mission critical communication with thousands of members at a time. Through the deployment of SAVS-HP automated outbound call programs, health plans can achieve better member outreach results, at lower cost, in a more secure way than they were able to achieve with traditional communication vehicles.

Introduced by Silverlink last year to help healthcare enterprises manage member communications, SAVS replaces ineffective outreach methods such as postal mailers or email, and reduces costly call center activity. Silverlink’s customers have seen SAVS program success rates as high as 80 percent – the highest in the industry for member outreach.

SAVS-HP represents best-practice knowledge from the millions of calls Silverlink has delivered on behalf of leading health plan companies. In this new offering, Silverlink is providing a complete communication solution for health plans. SAVS-HP provides comprehensive call program templates for some of the most frequently deployed member outreach efforts including: acquiring missing claims information, gathering secondary coverage information, explaining benefits, notifying members of formulary changes, and educating members. Silverlink manages the program design, deployment, and monitoring leaving the health plan responsible only for providing recipient information and approving the program prior to calls being sent to members. Customers implement SAVS-HP technology with little IT involvement and with no hardware or software to acquire or maintain. Strict measures are taken to ensure regulatory compliance and detailed call results are available to customers via a secure website as calls are being deployed. With a per-member pricing structure, real time results, and extremely high yields, SAVS-HP is the easiest and most effective way for health plans to influence member behavior.

Stan Nowak, CEO of Silverlink Communications, said, "In today’s fast-paced consumer driven healthcare marketplace, reactive communications cost time and resources. Leading national health plans are making reactive processes proactive by using automated, interactive, HIPAA-compliant computer telephony. SAVS-HP is the next level of application solution designed to improve the quality of communication while reducing the costs."

Motichand Dyal, COB Collections Manager of Kaiser Foundation Health Plan of the Mid-Atlantic States said of Silverlink’s services: "The key to this product is its flexibility. It allows us to tailor communications to any targeted population; on any specific day; at the most opportune time. This allows us to optimize calls for maximum results". Chris Iversen, President of Iversen Consulting noted, "Health plans are increasingly focusing on member outreach programs since patients are more involved in their health care than they’ve ever been before. Plans have to stay ahead of patients’ information needs or the patients end up calling into the customer service call center. Silverlink has found a way for plans to simultaneously collect data and deliver information in a way that’s HIPAA compliant, affordable, and doesn’t require a lot of ramp up time or IT resources. That’s a winning formula in today’s environment." Silverlink will be demonstrating and formally launching SAVS-HP at the AHIP (America’s Health Insurance Plans) Annual Meeting in Las Vegas June 8-10 at booth #120.

Silverlink Technology

SAVS-HP is based on Silverlink’s patent-pending software technology, which enables non-technical business users to deploy interactive phone calls to thousands of patients at a time. SAVS-HP offers significant advantages over mail/call center programs. Beyond impressive cost savings, Silverlink’s services are more dependable, generate higher response rates, and offer real-time reporting. Silverlink technology also allows for modifications during deployment to improve a program's success as it is being executed.

HIPAA Compliance

Silverlink built its business on integrating with and enhancing customers' regulatory compliance efforts. Silverlink has implemented HIPAA disciplines at the organizational, operational, and technical levels to support its customers’ compliance needs. At the organizational level, Silverlink works with the company’s Chief Privacy Officer and offers HIPAA training and testing for all employees. At the operational level, Silverlink outlines standard operating procedures governing the handling of PHI and data security and conducts a periodic internal audit. At the technical level, Silverlink’s software functionality enables HIPAA compliance and is built from the ground up with strong network and software security.

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