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

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

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

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

Healthcare reimagined

Consumer expectations have evolved, and so should your CX. Read our best practice guide to find out how to build a CX for the future.

Supporting the new healthcare landscape

Guide
How to build a CX for the future.
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Whitepaper
In this whitepaper, we dive into five key insights about the future of work.

Related Certifications

PCI DSS
HiTrust
HIPAA

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

  • Eligibility, enrollment and plan benefits
  • Claims inquiries
  • Self-service and website support
  • Prescription drug assistance
  • Mail-order Rx support
  • Admissions
  • Scheduling
  • Referrals
  • Billing and payments
  • Help desk
  • Communications pre- and post-discharge
  • Product features and use
  • Clinical advice/guidance
  • Returns and repairs
  • Warranty information
  • Product recalls
  • Accounts receivables management
  • Lifestyle and wellness coaching
  • Healthcare system navigation
  • Chronic disease management
  • Vaccination records
  • Palliative care
  • Telehealth