Customer experience in healthcare
Your healthcare consumers deserve simpler, coordinated, empathetic experiences. They need personalization and convenience, and that means that if you want to build brand loyalty, you need an omnichannel solution for delivering a differentiated in-person and digital CX.
+50%
of consumers switched healthcare payers because of a negative experience
(Source)
66%
of consumers want healthcare organizations to use their data for text or email alerts about medications and appointments
(Source)
88%
of customers say good customer service makes them more likely to purchase again
(Source)
30%
use +3 channels to communicate with companies
(Source: Foundever consumer CX survey)
Ensure scalable support for efficient member and patient experiences
Access a global network of healthcare expertise
75%
of consumers will definitely stay with a healthcare payer when they find their insurance very easy to use
The best people, processes and technology for better healthcare outcomes
We help payers, providers, administrators, pharmaceutical providers, medical device providers and health-tech companies support members, patients and consumers across channels and at every point on the customer journey.
Our global network of on-site and virtual agents is ready to onboard teams of any size without disrupting service. Access thousands of licensed and unlicensed healthcare agents who become experts in your specific processes and policies, following regulations and requirements within your locations.
How we help
- Customized solutions to meet seasonal demands and fast ramping
- Global hybrid work environments provide access to greater talent pools with the skills needed to support healthcare consumers
- Self-service and automation capabilities increase efficiencies and allow the best support outcomes for members and patients
Rapidly evolving consumer preferences and behaviors
44%
of consumers are willing to share personal and health data with healthcare organizations, but organizations have largely not used this data to deliver a differentiated experience
(Source)
A member- and patient-centric CX driven by data and technology
Data and analytics can provide access to insights for understanding consumer behaviors and preferences, and where to focus efforts for the greatest positive impact.
Turn your data warehouse into a CX powerhouse by using analytics to connect consumer interactions across touchpoints. Reveal their true experience and identify opportunities to reduce customer effort and improve CX.
How we help
- Analytics for better operations and access to insights for an excellent CX
- Voice of the customer expertise to understand healthcare consumers across channels
- Understanding customer trends, sentiment and data points driving customer behavior
Digital customer experience transformation
Only 3%
of U.S. healthcare payers have achieved digital and CX maturity, significantly trailing other industries and falling short of consumer expectations
(Source)
Digital customer engagement should be a strategic priority
Healthcare companies know omnichannel and digital customer engagement should be their strategic priority. However, because of siloed data, old and on-premise technology, regulations, audits, reporting, or sanctions, many lack the ability to transform.
We can help you take steps now to offer your consumers the best CX by understanding how to execute on automation.
How we help
- Best-in-class, innovative, digital CX solutions
- Digital-first expertise with designing and delivering a roadmap for technology adoption
- Integrating voice and non-voice channels, with a focus on ensuring an effortless journey for consumers
Supporting the new healthcare landscape
Related Certifications
Providing greater value in healthcare for better outcomes
Whether you’re in a public or private healthcare environment, we understand the extreme importance of protecting medical data and adhering to healthcare regulations. Our globally recognized security framework actively identifies threats and works with you to protect company, member, patient and consumer information.
Fortune 10
healthcare and health-tech companies rely on us
HIPAA-compliant and PCI-certified
platform for a flexible workforce
+12,000
licensed and unlicensed healthcare agents
9M
customer experiences delivered daily
Types of services or lines of business
Healthcare plans
- Eligibility, enrollment and plan benefits
- Claims inquiries
- Self-service and website support
Healthcare delivery
- Prescription drug assistance
- Mail-order Rx support
- Admissions
- Scheduling
- Referrals
- Billing and payments
- Help desk
- Communications pre- and post-discharge
Medical devices and products
- Product features and use
- Clinical advice/guidance
- Returns and repairs
- Warranty information
- Product recalls
- Accounts receivables management
Health and wellness management
- Lifestyle and wellness coaching
- Healthcare system navigation
- Chronic disease management
- Vaccination records
- Palliative care
- Telehealth