Best Practices for Supporting Applicants
Throughout the Customer Journey
Eligibility-based programs present significant challenges for organizations due to their complex rules and requirements. Providing effective support for applicants is crucial for optimizing the customer experience and fostering brand reputation and loyalty. Balancing technology and human interaction ensures efficiency and accuracy while maintaining personalized communication, especially for sensitive applications.
Join this webinar and hear how to facilitate customer engagement through multiple channels of support and information exchange. Learn how integration of a multichannel customer care approach with automation, Business Intelligence (BI), and analytics improves accuracy, helps prevent fraud, and will enable your organizations to analyze program performance and identify areas for improvement.
By leveraging data insights, you can refine messaging and streamline processes to enhance the overall effectiveness of your program.
Meet Our Featured Speakers
Eric D. Seguin
President and Chief Executive Officer
Mr. Seguin, President and Chief Executive Officer of Solix, Inc., establishes the strategic, financial, and operational priorities for the company. He also ensures that services are delivered in alignment with client expectations.
Mr. Seguin has 30+ years of financial, operational, regulatory, and organizational management experience. He regularly interacts with clients, elected officials, and agency staff regarding best practices related to public benefit program administration, operations, eligibility protocols, and the end-user experience. In addition to his work at Solix, Mr. Seguin served as the Chief of Economic Policy at the Oklahoma Corporation Commission from 2004-2008 and in various financial and regulatory management roles at the National Exchange Carrier Association (NECA) from 1992-2004. Mr. Seguin also served as a Reservist in the 50th Armored Division of the NJ Army National Guard and was honorably discharged as a First Lieutenant in 1996.
Jodi Allen Durbin
Commercial Services Lead, Solix, Inc.
Ms. Durbin leads Solix’ commercial services division and has experience leading health plan programs and supporting our healthcare clients. Ms. Durbin’s 30+ years’ operational management and client relationship management experience has contributed to successful client program delivery. Ms. Durbin holds a Bachelor of Science degree in Management and Organizational Leadership from Millikin University and an MBA from Eastern Illinois University.
Matt Byrnes, MBA, PMP
Operations Lead, Solix Inc.
Mr. Byrnes has been with Solix’ Service Delivery Department since 2011. He has gained extensive and varied experience in his roles on numerous operational and project teams. He has experience onboarding new programs and implementing process efficiencies by improving workflows and implementing automation that allow for an expedited review process and an excellent customer experience. Mr. Byrnes oversees Solix’ Operations of client programs. He holds a bachelor’s degree in business management from Ramapo College of New Jersey, a master’s degree in business administration (MBA) from the University of Phoenix and is a certified Project Management Professional (PMP).