--- title: "Healthcare CX Outsourcing for MedTech: Improving Patient Care" description: A med-tech company partnered with Working Solutions to reduce patient errors, ensure compliance, and stabilize operations during a product transition. image: https://info.workingsolutions.com/hubfs/medtech-featured-img.jpg --- [![working\_solutions\_30th-02\_B2Brevision](https://info.workingsolutions.com/hubfs/working_solutions_30th-02_B2Brevision.svg "working_solutions_30th-02_B2Brevision")](https://workingsolutions.com) [![working\_solutions\_logotype](https://info.workingsolutions.com/hubfs/working_solutions_logotype.svg "working_solutions_logotype")](https://workingsolutions.com) 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](https://info.workingsolutions.com/hs-fs/hubfs/heart-monitor-2.jpg?width=600&height=400&name=heart-monitor-2.jpg) ## 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 ![protect-jobs-in-america](https://info.workingsolutions.com/hs-fs/hubfs/protect-jobs-in-america.jpg?width=1000&height=667&name=protect-jobs-in-america.jpg) ## 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. [**Explore CX Solutions →**](https://workingsolutions.com/healthcare-bpo/) ## Stand-By CX 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. Related Case Study ### TBA Examinee Case Study Related Case Study ### TBA Hy-Vee Case Study #### Matchless Client Service We provide comprehensive and seamless client services and solutions. #### Unparalleled Customer Support Our teams are your teams, and we honor that privilege of trust. Our unrivaled level of service makes all the difference. #### World-Class Communication We go above and beyond with every unexpected event and reach through the lines to ensure clarity and effectiveness. > “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.” ![BuyersGuide\_Icons-05](https://info.workingsolutions.com/hs-fs/hubfs/BuyersGuide_Icons-05.png?width=417&height=417&name=BuyersGuide_Icons-05.png) ##### 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](https://info.workingsolutions.com/hs-fs/hubfs/BuyersGuide_Icons-05.png?width=417&height=417&name=BuyersGuide_Icons-05.png) ##### Med Tech Client Program Success Manager ## Discover the Difference ##### Site Links - [Remote Work Opportunities](https://jobs.workingsolutions.com/) - [Contact Us](https://workingsolutions.com/contact/) - [Public Resources](https://workingsolutions.com/resources/) - [Trust and Security](https://workingsolutions.com/solutions/trust-and-safety/) ##### Legal - [Accessibility](https://workingsolutions.com/accessibility-statement/) - [Privacy Policy](https://workingsolutions.com/privacy/) ##### Company - [About](https://workingsolutions.com/about-us/) - [Blog](https://workingsolutions.com/blog/) - [Corporate Careers](https://workingsolutions.com/careers/) - [Newsroom](https://workingsolutions.com/newsroom/) ##### Who We Are Working Solutions provides virtual contact center outsourcing that measurably improves customer experiences (CX). 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