Client Success -
Healthcare
Helping a Top Pharma Company Offer Better Care, Balance Compliance, and Lower Costs
96%
Patient Satisfaction
17
Year Partnership
514k+
Unique Patients Supported
Share
Overview
A global pharmaceutical client built a reputation for delivering unparalleled patient care. However, maintaining that reputation with clinically certified patient service agents was straining both their budget and resources.
They needed a solution that would enable them to balance cost efficiency, maintain compliance, and continue offering exceptional support to patients nationwide.
Key Challenges
Providing optimal care to patients required a high number of clinically certified (RN) call center agents. These specialized professionals ensured strict regulatory compliance and provided expert medical support—but their cost was high, and many calls they handled could have been managed by agents without clinical certification.
The client needed a way to:
- Optimize costs by leveraging a workforce that included both clinically certified and highly trained non-clinical agents.
- Ensure that patients always received appropriate support while streamlining the process for routing calls to the right resource.
- Expand their patient service coverage across all U.S. locations, overcoming geographic concentration limitations.
The Liveops Solution
Liveops partnered with the client to provide a nationwide network of experienced, highly skilled remote agents who could effectively manage patient interactions while ensuring compliance with industry regulations.
Attracting Top Talent
Liveops sourced agents with diverse professional backgrounds, including healthcare, caregiving, and customer support, to provide empathetic and knowledgeable service.
Tailored Training and Compliance
Liveops collaborated with the client to develop a rigorous onboarding and certification process, ensuring agents were well-versed in compliance requirements and industry-specific best practices.
Optimized Call Handling
By implementing a strategic triage process, non-clinical agents efficiently addressed general inquiries while seamlessly escalating cases requiring clinical expertise to licensed professionals.
Flexible, On-Demand Support
The client gained access to a scalable workforce, allowing them to adjust staffing levels based on patient demand without the overhead costs of a traditional call center.
The End Result
By leveraging Liveops’ extensive remote network of highly skilled agents, the client successfully balanced cost efficiency with patient care excellence:
- Patient Satisfaction Remained at 96%+: Month after month, satisfaction scores stayed at an industry-leading level, thanks to empathetic and knowledgeable agent interactions.
- Lower Operational Costs: The client reduced expenses by only paying for productive time, eliminating unnecessary overhead and improving overall cost efficiency.
- Increased Utilization: Strategically distributing call volume between trained non-clinical and clinical agents doubled utilization rates while maintaining service quality.
- Sustained Compliance: Ongoing education and certification programs ensured all agents remained compliant with evolving regulations.
Through this partnership, the client not only preserved their reputation for outstanding patient care but also enhanced operational efficiency and cost-effectiveness. The success of this approach underscores Liveops’ ability to provide scalable, skilled remote support solutions that help healthcare organizations thrive.
Why Choose Liveops for Healthcare?
300%+
AI Customer Triage
cut wait times and improve first-call resolution
39%
Key Takeaways
Optimized Costs
The client significantly reduced costs by shifting to a consumption-based pricing model, only paying for time agents spent assisting patients.
Enhanced Patient Satisfaction
Patient satisfaction scores remained at 96% or higher month after month.
Scalable Staffing
Access to a nationwide network of remote agents allowed the client to seamlessly adjust staffing levels based on demand.
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!