Case Study: How Outsourcing Improved Patient Satisfaction Scores

Patient satisfaction scores are no longer just another metric on a dashboard. They influence reimbursement, referrals, loyalty, and even how patients talk about your brand in the real world. As healthcare organizations look for ways to improve access and responsiveness without burning out clinical teams or inflating costs, many are turning to strategic outsourcing for patient-facing support. 

This case study looks at how a global pharmaceutical company partnered with Liveops to outsource key parts of its patient support program, maintain 96%+ patient satisfaction month over month, expand coverage nationwide, and manage costs more effectively. 

Along the way, we connect this story to broader trends in how healthcare outsourcing services, healthcare IT outsourcing, and healthcare outsourcing companies are reshaping the patient experience. 

Read the full case study

Why Patient Satisfaction Scores Matter in Healthcare 

Patient satisfaction has shifted from “nice to have” to a central indicator of quality and performance. A landmark systematic review of 55 studies published in BMJ Open found that patient experience is consistently and positively associated with both clinical effectiveness and patient safety, reinforcing the idea that experience is one of the core pillars of healthcare quality. 

At the same time, financial data shows that patient satisfaction has a real bottom-line impact: 

• Deloitte’s analysis of U.S. hospitals found that facilities with “excellent” HCAHPS ratings had an average net margin of 4.7%, compared to 1.8% for hospitals with low ratings. 

• Research from the National Library of Medicine has shown that better patient experience is associated with higher future revenue and lower costs, as satisfied patients are more likely to return and recommend a provider to others. 

For payers and providers operating in value-based care models, this connection is even more direct. A portion of Medicare payments and quality bonus programs is now tied to patient experience measures, which means poor satisfaction scores put real revenue at risk. 

Against this backdrop, every patient interaction matters, including what happens when someone calls a hotline, reaches out with a benefits question, or needs help with a specialty medication. 

How Healthcare Outsourcing Services Supported a Top Pharma Brand 

The pharma company featured in this case study built its reputation on high-touch, clinically sound patient care. To protect that brand, the organization staffed its patient services line primarily with clinically certified registered nurses (RNs). 

These clinicians ensured regulatory compliance and clinical accuracy. However, many of the calls they handled did not require clinical decision-making. The result was a model that was safe and high quality, but increasingly difficult to sustain from a cost and coverage perspective. 

The client needed a way to: 

• Maintain its reputation for exceptional patient care. 

• Meet strict compliance and safety requirements. 

• Expand coverage across the United States. 

• Bring operational costs and staffing levels under control. 

The company partnered with Liveops to design a healthcare outsourcing services model that blended clinical and non-clinical talent while keeping patient trust at the center. The approach included: 

1. Blended Clinical and Non-Clinical Coverage 

1. Non-clinical patient support specialists handled general inquiries, benefits questions, and access issues. 
2. Calls that required clinical judgment were triaged to licensed professionals, ensuring patients still received appropriate clinical support. 

2. Nationwide Remote Agents 

1. Liveops provided a nationwide network of experienced, healthcare-savvy patient support specialists. 
2. This enabled coverage for patients in all U.S. locations rather than being limited to one or two brick-and-mortar centers. 

3. Consumption-Based Sourcing Model 

1. The client paid for productive support time instead of fixed headcount. 
2. Sourcing levels could scale with patient demand, which reduced idle time and overhead. 
3. The overall goal was simple: preserve and enhance the patient experience while making the patient support model more sustainable. 

Case Study Results: 96%+ Patient Satisfaction at Scale 

The impact of this healthcare outsourcing strategy was both measurable and durable. According to the case study: 

• Patient Satisfaction Held at 96%+ Month Over Month
  The program consistently delivered industry-leading satisfaction scores, even as patient volumes shifted over time. 

• 514,000+ Unique Patients Supported
  An 18+ year partnership, the program supported more than half a million unique patients. This is not a short-term pilot; it is a long-running proof point that outsourcing can support sustained performance. 

• Cost Efficiency Through Pay-for-Productive-Time
  By paying only for active support time, the client reduced unnecessary overhead and gained better control over operational costs. 

• Higher Utilization of Clinical Talent
  A triage model directed routine inquiries to non-clinical support, reserving licensed professionals for more complex needs. This effectively doubled utilization rates for clinical resources while maintaining quality and compliance. 

In other words, the client did not have to choose between cost efficiency and high patient satisfaction. With the right design, the outsourced model delivered both. 

What Leading Healthcare Outsourcing Companies Must Deliver 

Not every vendor is equipped to support patient-facing work in a regulated environment. Organizations evaluating healthcare outsourcing companies for patient support should expect: 

Proven Healthcare and Compliance Expertise 

1. Experience with HIPAA, specialty drugs, payers, and regulated workflows. 
2. Strong processes for verifying credentials, managing ongoing certification, and updating policies as regulations change. 

Consistently High-Quality Communication
Studies show that poor call center performance and communication breakdowns can reduce patient satisfaction scores by up to 30%, making patient-facing support a critical risk area if not managed well.
A strong partner will: 

1. Source agents who combine empathy with clear, accurate communication. 
2. Use structured quality monitoring, coaching, and calibration tied to your brand standards. 

Flexible Sourcing Models Aligned to Clinical Needs 

1. Ability to blend clinical and non-clinical roles and route interactions appropriately. 
2. Scheduling and surge capacity that align coverage with real patient demand, including evenings and weekends. 

Security and Data Protection by Design 

1. A security posture that satisfies healthcare expectations for access control, monitoring, and data encryption. 
2. Clear governance over how data is accessed, used, and retained. 
3. Liveops built the pharma program around these requirements, which is why it could deliver high satisfaction scores at scale without compromising compliance or brand trust. 

Where Healthcare IT Outsourcing Fits into Patient Support 

Patient satisfaction is not only about who answers the phone. It is also about how quickly issues are resolved, how many times a patient has to repeat information, and whether the support team can see the full picture. That is where healthcare IT outsourcing often comes in. 

Modern patient support programs typically rely on: 

• Secure Integrations with Client Systems
  Support specialists need controlled, role-based access to patient records, benefits platforms, and case management tools so they can resolve issues in a single interaction whenever possible. 

• AI-Assisted Triage and Routing
  AI can help categorize calls, surface relevant knowledge, and direct patients to the right clinical or non-clinical resource. Used correctly, AI accelerates resolution while keeping a human in the loop for judgment-driven decisions. 

• Shared Analytics and Reporting
  Both the client and the outsourcing partner need visibility into handle times, abandonment, quality scores, and patient satisfaction so they can continuously improve the program. 

In the pharma case study, Liveops worked within the client’s existing technology ecosystem. The emphasis was on secure connectivity, clear routing rules, and data that both teams could use to manage outcomes. That is a practical example of healthcare IT outsourcing supporting patient satisfaction rather than competing with it. 

How Healthcare Outsourcing Services Help Protect Patient Trust 

Looking across this case, several themes stand out for any organization considering healthcare outsourcing services: 

1. Right-Sized Clinical Involvement
   Patients still had access to licensed clinicians for complex or sensitive issues. However, the program recognized that not every call requires clinical expertise. A clear triage process protected clinician time for moments that truly impact safety and outcomes. 
2. Consistency at Scale
   With a nationwide network aligned to shared quality standards, patients received a consistent experience regardless of geography or time of day. That consistency is essential for sustaining high satisfaction scores over years, not just during a pilot. 
3. Alignment With Business and Quality Outcomes
   The partnership was set up to track and protect key outcomes: 96%+ patient satisfaction, reduced operational costs, improved utilization of clinical resources, and sustained compliance. 

This alignment between clinical quality, experience, and financial performance mirrors what broader industry data shows. Hospitals and health systems that invest in patient experience are more likely to see stronger margins and a healthier financial outlook. 

What Leading Healthcare Outsourcing Companies Can Do for Your Organization 

If you are evaluating healthcare outsourcing companies for patient support, start with a few key questions: 

• Are your clinicians spending time on calls that do not require clinical judgment? 

• Are patient satisfaction scores holding steady as volume grows, or starting to slip? 

• Is it difficult to provide consistent coverage outside traditional business hours? 

• Are internal teams stretched thin trying to manage both operations and patient-facing work? 

If the answer to any of these questions is yes, a partner like Liveops can help you design a support model that: 

• Uses non-clinical specialists and licensed clinicians in the right balance. 

• Protects and improves patient satisfaction through empathetic, well-informed interactions. 

• Aligns costs more closely with actual demand through pay-for-productive-time models. 

• Integrates with your existing technology and compliance frameworks rather than replacing them. 

The experience of this global pharmaceutical company shows that outsourcing patient support does not mean lowering the bar. With the right healthcare outsourcing services and healthcare IT outsourcing approach, you can sustain industry-leading patient satisfaction, protect clinical teams, and create a more efficient, scalable model for the next phase of your organization’s growth. 

Why Liveops Is a Leading Healthcare Outsourcing Company for Patient Support 

If you are evaluating healthcare outsourcing companies for patient-facing support, the real test is about who can protect your patients, your brand, and your budget at the same time. The top pharma case study is a strong proof point that Liveops can do all three. 

With an 18+ long partnership, 514,000+ unique patients supported, and patient satisfaction holding at 96%+ month over month, Liveops has demonstrated that the right healthcare outsourcing services can lift experience and control costs at the same time. 

Here is what sets Liveops apart as a healthcare outsourcing partner: 

Proven Results in Healthcare
Nearly 40% of Liveops’ business is in the healthcare industry, and long-running programs like this pharma partnership have delivered 96%+ patient satisfaction while scaling to hundreds of thousands of patients. 

Right-Fit Talent Model for Patient Interactions
Liveops builds networks of remote agents with backgrounds in healthcare, caregiving, and customer support, then layers on rigorous onboarding and certification so they can operate comfortably in regulated environments. Non-clinical agents handle general inquiries and access questions, while a clear triage process routes more complex cases to licensed professionals, preserving clinical time for moments that matter most. 

Flexible, Pay-For-Productive-Time Model
Instead of paying for idle time in a traditional brick-and-mortar contact center, healthcare organizations only pay for active support time, thanks to Liveops’ consumption-based model. That structure helped the pharma client lower operational costs while maintaining a high-touch experience. 

Compliant, Scalable Coverage for Healthcare Outsourcing Services
The pharma program demonstrates how a nationwide, vetted pool of agents with the right certifications can support patients across all U.S. locations, match agent scheduling to demand, and sustain compliance through ongoing education and certification. 

AI-Assisted, Human-Led Support for Healthcare IT Outsourcing Needs
Liveops’ broader healthcare offerings include AI customer triage designed to cut wait times and improve first-call resolution while keeping experienced humans in the loop for judgment-based decisions. For organizations exploring healthcare IT outsourcing, that blend of AI and human expertise helps improve patient experience without sacrificing safety or trust. 

For healthcare leaders under pressure to improve patient satisfaction scores, expand access, and manage costs, Liveops offers healthcare outsourcing services that are built around outcomes, not just volumes. 

Among healthcare outsourcing companies, Liveops stands out as a partner with demonstrable results, deep healthcare focus, and a proven ability to deliver patient support that is compliant, scalable, and consistently rated at 96%+ satisfaction.