Health Services Scales 125 Agents in 3 Weeks
Healthcare
Case Study
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
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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.
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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.
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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.
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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
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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.
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Customized Training Programs: Developed comprehensive training modules to cultivate agents who embodied the client's brand values, ensuring high-quality, empathetic patient interactions.
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Scalable Staffing Solutions: Efficiently scaled their team to match the client's growth trajectory, effectively managing increased call volumes without sacrificing service quality.
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Advanced Technology Integration: Implemented state-of-the-art automatic dialer systems and secure communication platforms compliant with HIPAA regulations to protect patient information.
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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
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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.
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Enhanced Patient Engagement: Achieved significant improvements in patient engagement through warm and professional outbound calls, leading to increased attendance at scheduled health assessments.
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Operational Scalability and Efficiency: Successfully managed the growing volume of at-risk patients, enabling the client to meet their outreach goals effectively.
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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.
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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.