Insurance questions
Questions about a patient’s insurance claims and benefits is a common use case in healthcare. By equipping your bot with relevant answers, you can make it easier for patients to get the information they need without navigating to multiple pages on your website.
Insurance Questions Flow
When handling questions related to a member’s insurance plan, it’s best practice to gain patient authentication or verify the patient details to ensure any sensitive data is revealed only to the intended patient. Some of these verification methods could include the following:
- Plan or Member ID
- First and Last name
- Date of birth
- Zip Code
- + more…
Once the patient's details have been collected or verified, you can also confirm the current plan the member holds. You may need an API call to get this information from the member’s account.
The bot can then present relevant information to the member regarding claims or benefits. Some common questions in this area include:
- Drug coverage and information
- Submitting a claim
- Checking a claim status
- Questions about benefits
If the patient has questions or concerns that the bot can’t handle, the bot can pass along the member’s information and connect them to a live agent.
Design
This is a typical design for an insurance questions flow within a bot:
