Patient-Centric Contact Center Solutions
Boosting Patient Satisfaction and Meeting Healthcare Goals with Strategic Contact Center Outsourcing
An in-home, senior medical and mental health care provider partnered with Working Solutions, an industry leader in outsourced customer service, to enhance patient engagement and onboard new members into its medical-care ecosystem. This case study explores how Working Solutions supported the client to achieve these objectives through effective, outbound call campaigns and customized data insights.
Staffing
Conversions in One Week
Average Contact Rate
Average Conversion Rate
Overcoming Staffing Challenges in Senior Medical Care
The healthcare client faced several challenges in its patient- engagement efforts:
High Attrition Rates
Immediate Staffing Needs
Quality of Interactions
Rapid Ramp-Up, Customized Recruiting,
and High-Quality Interactions
Working Solutions provided a comprehensive solution to address the challenges of the senior medical provider:
Rapid Staffing Ramp-Up
Working Solutions quickly scaled its team to meet the client's needs, growing from an initial 10 full-time equivalents (FTEs) to 45. This rapid ramp-up ensured the client could meet its outreach targets.
Customized Recruiting
The recruiting process was tailored to find individuals with exceptional customer service skills, the ability to handle repetitive tasks and the flexibility to pivot quickly during calls. This made sure the right candidates were selected for the program.
High-Quality Interactions
Working Solutions emphasized the importance of empathetic and professional customer engagement. Agents were trained to handle each lead with care, ensuring every contact was meaningful and effective.
Operational Efficiencies
Despite the need for high-touch interactions, Working Solutions continuously explored ways to improve efficiency, ensuring that contact and conversion rates met the client's expectations.
Key Benefits of Partnering with Working Solutions
The partnership between this healthcare client and Working Solutions yielded significant, positive outcomes:
- Increased Contact and Conversion Rates: The focused efforts led to higher contact and conversion rates, ensuring more potential members were reached and appointments scheduled.
- Enhanced Member Experiences: The quality of interactions improved, leading to better engagement and satisfaction among prospective members.
- Ensured Scalability and Flexibility: The client's ability to quickly scale up or down based on demand enabled it to effectively manage outreach efforts , especially during critical periods like Medicare deadlines.
- Delivered Operational Success: The partnership demonstrated the value of outsourcing for achieving performance goals, with Working Solutions providing the necessary support to meet the client's objectives.
The collaboration between the senior healthcare provider and Working Solutions exemplifies a successful outsourcing partnership. By addressing staffing challenges, ensuring high-quality member interactions and maintaining operational flexibility, Working Solutions helped its client enhance patient-engagement efforts and achieve business goals. This highlights the importance of strategic outsourcing in driving operational success and improving customer experiences.
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Coverage, Pricing, and Deductible Changes
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When premium increases raise concerns, our knowledgeable agents step in. We assist callers with enrollee changes, address updates, coverage adjustments, and billing alterations.
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