Guided Contact Routing for Health Plans
Health plans serve members, providers, employers, brokers, and vendors — each needing different support. OpenContactRoute replaces confusing static contact pages with a guided 3-step experience that gets every user to the right channel, every time.
Most health plan websites present long lists of phone numbers with no context — leaving users confused, calls misrouted, and staff fielding calls they shouldn't be answering.
Users pick the wrong number, get transferred multiple times, and abandon the interaction frustrated. Every misrouted call costs the health plan time and money.
A long list of numbers provides no guidance on who should call which number, what IVR steps to follow, or whether a portal or email is a better option.
Operational changes — new numbers, updated IVR flows, delegated vendors — are slow to reach static pages. OpenContactRoute gives administrators live control.
Users answer three simple prompts. No searching, no confusion — just the correct contact pathway.
STEP 1
The widget presents the audience types configured for the health plan — Member, Provider, Employer, Broker, Vendor, or any custom type. The user selects who they are in one click.
STEP 2 & 3
The widget filters to plans and topics that have a published pathway for the selected audience. Only relevant options are shown — no dead ends.
RESULT
The pathway is displayed with everything the user needs: department name, phone number with click-to-call, IVR navigation steps, portal links, email, and operational notes.
A clean web admin interface lets your operational team manage every pathway — no code changes, no deployments.
Create, edit, publish, and unpublish contact pathways. Draft pathways are never visible to end users until explicitly published.
See which pathways are accessed most, track trends over time, and identify which audiences, plans, and topics are driving the most traffic.
Identify stale or missing pathways with the pathway coverage report. Know exactly which audience + plan + topic combinations are configured and which are gaps.
Every create, update, and delete action is recorded automatically — who changed what and when — giving you a complete operational history.
Single-tenant architecture means your operational data never leaves your environment. Deploy with one command and embed into any website or portal.
The full stack — API, frontend, and database — starts with a
single docker compose up. No complex infrastructure
or DevOps expertise required.
Drop the widget into any webpage with a single
<iframe> tag. No JavaScript dependency on the
host page. Supports deep-linking via query parameters.
Use the JavaScript snippet to embed the widget into member portals and web applications with full control over placement and pre-selection.
The core platform is free and open-source under AGPL-3.0. We offer services to help health plans deploy, operate, and extend it.
A fully operated deployment for health plans that prefer not to manage infrastructure. We handle setup, maintenance, updates, and uptime.
Ongoing assistance for organizations that need a reliable point of contact for questions, operational changes, and guidance as their use of the platform grows.
Tailored feature development for health plans with requirements beyond the core platform — branding, integrations, custom routing logic, and more.
Explore the source code or reach out to discuss managed hosting and custom deployment.