Making it easy for your members to get the
best from their relationship with you
When it comes to managing healthcare, the details matter. Finding the right provider, scheduling treatments, ordering medications, navigating premiums and payments, it can get complicated. We get it. So do our specially trained front line team members. Our turnkey solution arms empathetic associates with the training, quality, and insight your members deserve every time they need help.
Insight driven associate journey
Getting it right every time starts with insight. With decades of experience supporting leading healthcare payers, we know what works. We use real time data analytics across the entire associate lifecycle to find, train, empower and celebrate the caring team members working on the front lines for you.
16% improvement in average handle time with powerful learning toolsREAD THE CASE STUDY
Quality beyond compliance
Privacy. Security. Basic compliance. All are table stakes. We use our quality tools to go way beyond standard operating procedures. Our analyst teams study outliers and trends to identify new ways to improve performance and increase efficiency. We take our responsibility representing your brand to heart and we use our quality tools to ensure that you and your members get the best.
97% call accuracy and 62% increase in sales conversion rateREAD THE CASE STUDY
A blended delivery model
Onshore, nearshore, offshore and at home, today you have endless delivery model choices. We work with you to create the right mix of talent, cost, and compliance to deliver a solution that provides the best member experience and outcomes for your business.
77% reduction in backlog and volume per hour 39% above targetREAD THE CASE STUDY
Reach for the CMS
The Centers for Medicare and Medicaid Services (CMS) is shining a spotlight on member and patient experience in the latest updates to its Five-Star Quality Rating System methodology. More than ever before, healthcare organizations have an imperative to put customers first and to empower them to make informed healthcare decisions. Read this strategy guide for proven customer experience (CX) tips and insights on how to not only improve the patient and member experience per the CMS Star ratings, but achieve a holistic member- and patient-centric experience.Read the Strategy Guide