‘I'll go and work for you’ - CPMS
On July 23, Marie PIROT and I delved into the day-to-day business of CPMS, experts in health contract and claims management.
🎥 Episode 2 - I'll be working for you : Immersion at CPMS !
After discovering the world of rental risks at Garantme in Episode 1, I donned the hat of health manager at CPMS.
A total immersion behind the scenes of health insurance, taking calls, analyzing claims, managing outstanding payments, NOEMIE connections, etc...
What struck me? CPMS's unique corporate culture. When a manager picks up the phone, he doesn't present himself as a service provider, but as a true “mutualist”. This human-centered approach to support, not process, makes all the difference.
Our 3 key learnings from the day:
1️⃣ Managing health claims is a subtle art: each case requires expertise and attention to detail, without undermining the policyholder's experience - which is where the human dimension makes all the difference.
2️⃣ In healthcare, technology is just a facilitator (although it can be very powerful when properly designed!). The real challenge? Juggling medical data protection, coordination with Social Security, management data, and above all, personalized support for policyholders.
3️⃣ The devil is in the detail: I've discovered some fascinating special cases. These unique situations require the kind of specialized expertise that only experience can provide.
This day confirms my conviction that, to strengthen collaboration between brokers, managers and insurers, there's no substitute for direct exchange with experts in the field.
I'd like to thank Eric Dana and the entire CPMS team for their warm welcome, for allowing me to be in the field, and for their transparency.
