AMP launches communications skills program
AMP case managers are reporting a 65 per cent increase in customer compliments and a 34 per cent increase in customer re-engagement with treatment plans following the launch of a motivational training communications skills program.
AMP group executive insurance, Megan Beer said the new program, which focused on motivational interviewing techniques has driven participation and re-engagement in AMP recovery plans.
“This program builds on the work we started several years ago to transform how we manage the claims process, making it less complex and more personal and focussed on providing expert help,” she said.
“The program, which draws extensively on motivational interviewing techniques, empowers case managers to demonstrate their empathy more effectively, resulting in heightened mutual trust in their customer relationships.”
The program’s establishment had also been set up to assist case managers to deliver bespoke case management strategies through active identification of client needs, which included motivators for recovery.
AUTHOR
Hope William-Smith
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