Client Success -
Healthcare
Scaling Patient Support for a Leading Medical Testing Company
94%
QA Scores
700%
Agent Growth
95%
CSAT Score
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Overview
A leading medical testing company was experiencing unprecedented growth, but their ability to scale was hindered by a limited local talent pool. They needed a partner who could provide highly skilled, empathetic agents to enhance patient experience while maintaining compliance in a highly regulated healthcare environment.
Key Challenges
Ensuring Business Continuity
Operating in the healthcare sector meant the client needed uninterrupted service. Snowstorms and unexpected disruptions frequently prevented on-site agents from reaching brick-and-mortar locations. They required a solution that could maintain patient support without gaps.
Balancing Compliance & Compassion
Patient interactions required a deep understanding of HIPAA regulations, healthcare protocols, and the company’s mission. Finding agents who could provide empathetic, high-quality service while ensuring strict compliance was critical.
The Liveops Solution
Access to Top-Notch Talent
Liveops provided highly qualified agents with healthcare backgrounds who could quickly adapt to complex medical calls, including patient inquiries and provider engagements. By tapping into a nationwide talent pool, the client was no longer restricted by geographic limitations and could staff effectively across all time zones.
Scalability on Demand
Liveops’ agile workforce solution allowed the client to ramp up or down as needed, effortlessly adjusting to call volume fluctuations. This was especially critical when volume dipped during the early months of the COVID-19 pandemic and surged again as demand returned.
Rapid, Effective Onboarding
Liveops transformed the client’s training program into a blended learning model, combining instructor-led sessions with self-paced materials for efficient onboarding. The result? A two-week certification process that was faster and more effective than traditional in-person training.
When the client adopted a new EHR platform within weeks of launch, Liveops quickly updated training materials, ensuring agents transitioned seamlessly with minimal downtime.
Community & Culture for a Remote Workforce
Maintaining engagement in a remote healthcare support network is a challenge—but Liveops has mastered it. Liveops Nation, a social collaboration space for agents, fostered a sense of community and shared mission.
Within this space, agents formed client-focused mini-communities, reinforcing the brand’s culture and ensuring patient interactions remained authentic and aligned with the client’s values.
“Liveops brought a new level of professionalism to our needs. Without a doubt, they are the most organized company we have ever worked with. Liveops has been a great partner in helping us pass tough times with an outstanding level of flexibility, especially during the pandemic period. I trust them and look forward to more cooperation and partnership in the future.“
Director - Healthcare client
The End Result
Liveops quickly ramped up to meet the growing need of the client, including developing and facilitating distance learning certification. Qualified agents were readily available to meet call volume spikes, meeting or exceeding expectations.
Within weeks of launch, the client brought in a new healthcare records management system, which meant all agents needed to be re-certified on the new platform. The client and Liveops partnered together to ensure a seamless transition for agents and patients.
In 2020, the COVID-19 pandemic impacted businesses on a global level. For this healthcare client, the pandemic and lockdown procedures meant patients were cutting back on their wellness visits and the client was seeing a decrease in volume. For about six weeks, the Liveops partnership was put on pause. As the client saw volume begin to return, Liveops was able to quickly ramp up to meet demand.
Over the course of the partnership, Liveops has met the evolving needs of the client. Agents provided inbound and outbound support for patients, as well as inbound and outbound engagement with healthcare providers.
This healthcare client case study is a true example of the relationship and partnership that Liveops brings to healthcare clients. Through the client’s rapid growth, Liveops remained in lockstep meeting KPI expectations, exceeding staffing goals, and updating agents when company changes occurred.
Why Choose Liveops for Healthcare?
300%+
AI Customer Triage
cut wait times and improve first-call resolution
39%
Key Takeaways
Consistently High Quality
Agents achieved an outstanding 98% QA score and an impressive 9.5 out of 10 After-Call Survey score, demonstrating a commitment to excellence in patient interactions.
Scalability & Flexibility
Liveops seamlessly scaled from an initial 25 full-time equivalents (FTEs) to a peak of 200 FTEs, meeting the client’s rapid growth and fluctuating demand.
Comprehensive Support Services
Agents handled inbound and outbound patient and provider support while also assisting with Revenue Cycle back-office work at critical times.
Agility in Change Management
When the client transitioned to a new electronic health records (EHR) platform, Liveops quickly updated training materials, ensuring uninterrupted, high-quality patient support.
Explore Our Healthcare Service Offerings
Take your customer experience to the next level with a global-ready contact center solution that scales with your business.
Get in touch today to learn more about Liveops’ Healthcare industry contact center solutions!