Case Study

Ensuring Seamless Patient Care in Product Transitions

When a leading med-tech company began phasing out a core cardiac monitoring device, patient interactions surged and error rates climbed. Internal support teams were quickly overwhelmed, creating risks for both patient safety and regulatory compliance. By partnering with Working Solutions, the company stabilized operations, improved outcomes, and freed internal staff to focus on training and future growth.

95%

Quality Rating Maintained

Upheld top-tier quality through a complex platform migration, ensuring continuity of patient-care service.

75K

Calls Managed

Handled patient and provider inquiries in Q2 2025 consistently below the average handle time goal.

109%

Staffing Coverage Achieved

Exceeded staffing requirements, preventing interaction delays and supporting uninterrupted operations during transition.

 

The Challenge: Supporting Patients During a Product Transition

When a leading med-tech company prepared to phase out one of its long-standing cardiac monitoring devices, patient call volumes surged almost overnight. Internal teams, already stretched thin, now faced steep training gaps, inconsistent documentation, and mounting performance issues. Sensitive cases - such as skin irritation tied to device usage - only added to the complexity, placing patients and compliance standards at risk.

The situation created a perfect storm: higher call volume, limited internal readiness, and rising patient frustration. Compliance concerns grew as error rates increased, and the company’s reputation was on the line. What they needed was more than extra hands - they needed a partner who could immediately stabilize operations, ensure consistent patient care, and give internal agents the breathing room to retrain and prepare for future demands.

heart-monitor-2

The Solution: Flexible Outsourced Support

Working Solutions deployed a team of trained healthcare agents to seamlessly transition interactions, stabilize call volume, and support the client's regulatory team.

  • Implemented targeted agent training and inspection plans

  • Transitioned all patient interactions without disruption

  • Reduced regulatory risk with improved documentation and faster error resolution

 

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The Results: Improved Accuracy and Patient Care

  • Significantly reduced skin irritation error rates
  • Improved patient care and compliance confidence
  • Freed the med-tech company's internal staff to focus on training for future needs
  • Surpassed KPI expectations for accuracy, responsiveness, and customer experience

About Working Solutions

We are a recognized industry leader providing onshore, on-demand, fast-flex customer service solutions. Our remote workforces deliver outstanding CX more efficiently than an employee model while maintaining a seamless brand experience.

With nearly 30 years of sales and service expertise across diverse industries, we are your proven partner to retain, grow, and generate new business. With best-practice expertise, Working Solutions delivers superior CX for healthcare and medical technology clients - ensuring accuracy, empathy, and compliance every step of the way.

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At Working Solutions, our clients could need our support at any moment for any situation. Whether it’s a short-term CX commitment or a long-term partnership, we are always standing by – so you can take flight whenever, wherever you need us.

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“Working Solutions has been a true partner in ensuring reliable, high-quality patient support. With their collaboration, adaptability, and responsiveness, we consistently meet KPIs while safeguarding the needs of our patients and practices.”
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Med Tech Client

Director Patient Services

“When we needed to transition away from LifeWatch, Working Solutions stepped in seamlessly. They not only stabilized patient interactions but also reduced skin irritation errors and supported our compliance team - ensuring continuity and protecting patient care.”
Rory Slaughter, Program Success Manager
Med Tech Client

Program Success Manager

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Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). We deliver high-quality, all-encompassing solutions for your fluctuating sales and service needs. Our on-demand CX expertise enables you to better engage, empathize with and delight customers, wherever and whenever they interact with your brand.