‘Certified’ and ‘Accredited’ Designations

Amplifon has been certified as a 2024 Center of Effectiveness by BenchmarkPortal. Call centers achieve the Center of Effectiveness distinction based on best practice metrics drawn from the world’s largest database of objective and quantitative data, audited and validated by researchers from BenchmarkPortal.

BenchmarkPortal certification confirms that Amplifon satisfies various criteria for call center operations, including customer service quality, efficiency, and the ability to meet or exceed industry standards.

Why is this important for benefit plans and members?

At Amplifon, we recognize that hearing loss demands a higher level of interaction and support than other areas of health insurance. Visiting a hearing professional is not as familiar to many individuals as seeing a dentist or optical specialist. Specifically, members have a lot of questions about hearing health, their hearing benefit and what to expect at a hearing care provider appointment. They also may not be able to call for themselves due to their hearing loss.

Accordingly, the Amplifon call center team takes a highly attentive and personalized approach to each phone interaction. Consider these key metrics: 86% of calls answered in less than 30 seconds, an average wait time of only 12 seconds (vs. 72.5 seconds among health insurance plans), and a remarkably low call abandonment rate of 2.5%[1] — all well within our targets. One particularly interesting fact: We spend an average of more than 10 minutes on the phone with each member – three times longer than general health care calls.[2] Also, when receiving a call from a family member or caregiver on behalf of a member, our Patient Care Advocates follow strict protocols to ensure privacy and regulatory compliance.

During the past two years of monitoring our call center and nurture performance, we’ve documented several positive results, including a 10% increase in members scheduling an appointment with a hearing care provider; a 10% rise in appointment show rates; and a 20% increase in hearing aid purchases. Bolstering our value proposition, we support and communicate with members long after the hearing aid fitting, making sure they’re reaching their goals with consistent hearing aid use. In short, our innovative approach to the member experience helps drive above-average, yet cost-effective, utilization of an Amplifon hearing benefit.

Amplifon has earned certified status by HITRUST for information security for its platform and facilities. The globally recognized HITRUST r2 Certification verifies that Amplifon’s Health Solutions Plus Platform and supporting IT and business processes have met demanding regulatory compliance and industry-defined requirements and that Amplifon is appropriately managing risk.

While organizations that pursue HITRUST r2 certification for the first time are typically limited in their scoring potential, Amplifon surpassed the highest score achievable. Furthermore, HITRUST found no need for corrective actions during its evaluation of 324 controls.

Why is this important for benefit plans and members?

As a health care organization, Amplifon places the highest priority on protecting sensitive data and ensuring the privacy of members, in compliance with regulatory requirements, including HIPAA, as well as our own stringent internal standards. Anything less not only puts relationships with our benefit plan partners at risk, but it can result in profoundly negative impacts on the member experience.

HITRUST r2 certification reflects our unwavering commitment to strong cybersecurity, protecting sensitive data, and building trust by addressing current and emerging threats and by meeting complex compliance, information protection and privacy requirements.

Since 2020, Amplifon Hearing Health Care has maintained accreditation from the National Committee for Quality Assurance (NCQA) for the credentialing and recredentialing of hearing health care providers in the Amplifon network. 

Achieving NCQA Credentialing Accreditation demonstrates Amplifon has the systems, process and personnel in place to conduct credentialing in accordance with the strictest quality standards, ultimately supporting optimal hearing health care for patients who are served by providers in the Amplifon network. Amplifon is one of few hearing health care companies to have earned this accreditation

Why is this important for benefit plans and members?

Member success with today’s advanced hearing aids depends on the services of dedicated and highly skilled hearing health care professionals. Specifically, these providers play a crucial role throughout the member’s journey to better hearing, including:

• Accurate, comprehensive evaluation of the member’s hearing loss, as well as assessment of the individual’s lifestyle and preferences
• Selection of the most appropriate hearing aid and technologies to address each member’s unique needs
• Programming, fitting and fine-tuning the hearing aids to achieve optimal results
• Counseling and troubleshooting to address questions and concerns
• Regular aftercare to ensure ongoing peak performance of the hearing aids

NCQA Credentialing Accreditation provides assurance that your members are receiving comprehensive, high-quality care, increasing the likelihood that they’ll wear their hearing aids on a regular basis. This, in turn, elevates member satisfaction, which can boost Star Ratings and ROI for the health plan.