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Health Services Scales 125 Agents in 3 Weeks

Healthcare
Case Study
Doctor's Appointment

The Overview

A nationwide health services company with 5,000 medical personnel, needed to reach out to at-risk patients to schedule an In-home health evaluation on behalf of a major health plan.  Rapid growth and the onset of the COVID-19 pandemic strained their in-house call center capacity

The Challenge

  • Capacity Constraints Due to Rapid Growth: The client's expansion led to an overwhelming number of patients needing outreach, surpassing their in-house call center capabilities.

  • COVID-19 Pandemic Impact: The necessity for remote operations during the pandemic required a swift and efficient transition to a work-from-home model without disrupting service quality.

  • Need for High-Quality Patient Interaction: The client needed 125 agents who could provide warm, professional, and empathetic outbound calls to encourage patients to accept a free in-home or virtual health evaluation with a provider.

  • Consistency Across Nationwide Operations: Operating in all 50 states, the client required a scalable solution that maintained consistent quality and brand representation across diverse regions.

The Solution

  • Expert Work-from-Home Implementation: Our BPO partner leveraged their established remote work expertise to ensure seamless operations during the pandemic, providing uninterrupted service to the client.

  • Customized Training Programs: Developed comprehensive training modules to cultivate agents who embodied the client's brand values, ensuring high-quality, empathetic patient interactions.

  • Scalable Staffing Solutions: Efficiently scaled their team to match the client's growth trajectory, effectively managing increased call volumes without sacrificing service quality.

  • Advanced Technology Integration: Implemented state-of-the-art automatic dialer systems and secure communication platforms compliant with HIPAA regulations to protect patient information.

  • Rigorous Quality Assurance: Established stringent quality control processes, including regular performance monitoring and coaching, to maintain high standards in appointment setting and patient satisfaction.

BPO Challenger

#1
Vendors
#1
Close Rates
#1
CSAT

The Successful Outcome

  • Top Performance Metrics: For four consecutive years, our BPO partner has been the top-performing service provider for the client, excelling in both the number of appointments arranged and high patient satisfaction scores.

  • Enhanced Patient Engagement: Achieved significant improvements in patient engagement through warm and professional outbound calls, leading to increased attendance at scheduled health assessments.

  • Operational Scalability and Efficiency: Successfully managed the growing volume of at-risk patients, enabling the client to meet their outreach goals effectively.

  • Cost Savings for Health Plans: Facilitated timely health assessments that contributed to early detection and management of health issues, helping to reduce healthcare costs for health plans.

  • Strengthened Strategic Partnership: The reliable performance and adaptability of our BPO partner solidified their position within our portfolio, highlighting the value of strategic collaborations in achieving client objectives.

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