Client Success -
Healthcare
Enhancing Member & Provider Support for a Major MCO with Flexible Workforce Solutions
QA score
certification deployed
SLA compliance
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Overview
In the ever-evolving world of managed care, where every decision impacts lives, agility and adaptability aren’t just buzzwords — they’re lifelines.
Our ongoing partnership with a major MCO has been a testament to the power of a flexible and strategic approach to workforce management. It’s a relationship built on trust, where we’ve not only met challenges head-on but have transformed them into opportunities for growth and innovation.
Faced with the immense responsibility of maintaining high service levels while navigating the intricate web of regulatory requirements, this MCO chose Liveops as their trusted partner.
Together, we’ve embraced the complexities of the healthcare landscape, consistently delivering results that speak not just to our capabilities, but also to our shared commitment to excellence and the well-being of those we serve.
Key challenges
Staffing & SLA Compliance: The client faced significant challenges in maintaining appropriate staffing levels to meet service level agreements (SLAs) mandated by state agencies and the Centers for Medicare & Medicaid Services (CMS).
Ensuring that a high volume of calls answered within tight timeframes was crucial to avoid costly penalties, but also to safeguard their contracts and maintain their reputation for reliability and excellence in service delivery.
Rapid Certifications & Deployment: Traditional staffing models required extensive certification periods, which were not conducive to the client’s need for rapid response, especially during periods of growth or planned expansions in new regions.
High-Quality Assurance (QA) Standards: The client set a high benchmark for quality assurance with a target of achieving a 95% QA score. Meeting this standard required a focused effort on performance management and consistency, particularly in a complex and dynamic operational environment.
It also relied heavily on the expertise of the agents, who are specifically certified to meet the unique demands of the healthcare industry.
The Liveops solution
Liveops’ approach to supporting the client was rooted in flexibility, collaboration, and continuous improvement. Our ability to adjust precision scheduling levels in half-hour increments provided the agility needed to align closely with call volume patterns, which was especially critical as the client expanded its operations and grew its footprint in existing states.
This dynamic workforce management model allowed the client to meet fluctuating demand without sacrificing service levels.
At the heart of this success was our Client Results Team (CRT), which served as the vital link between Liveops and the MCO, ensuring that communication was clear and objectives were aligned.
The Talent Acquisition (TA) team played an equally crucial role by sourcing skilled agents specifically tailored to the healthcare sector’s unique demands. This ensured that we were not only ready for routine operations but also prepared to handle surges in call volume efficiently.
Our commitment to continuous improvement and collaboration further solidified this partnership. Through regular performance reviews and open communication, we consistently refined our processes to better meet the client’s evolving needs. This proactive and adaptive approach positioned Liveops as a key partner in their growth strategy, helping to maintain high service levels and exceed quality expectations.
The end result
Through this strategic partnership, the MCO has successfully navigated several operational challenges while achieving significant milestones. By leveraging Liveops’ flexible model, the client was able to maintain compliance with stringent SLAs and avoid potential penalties.
The efficiency in certification and rapid deployment of agents enabled them to quickly adapt to periods of high demand and planned expansions, minimizing operational disruptions.
Most notably, the collaborative approach between Liveops’ teams and the client led to sustained quality performance, with the client consistently meeting or exceeding the 95% QA goals.
This has not only enhanced their service delivery but also positioned them for continued growth and success in the competitive managed care landscape. The partnership with Liveops has truly become a cornerstone of their strategy, providing them with the agility, expertise, and reliability needed to thrive in the ever-evolving healthcare environment.
Why choose Liveops for healthcare?
flexibility to expected or unexpected events
AI customer triage
cut wait times and improve first-call resolution
of business is in the healthcare industry
Key takeaways
Flexible workforce management
Rapid scaling to meet both planned expansions and rising demand.
Cost-effective operations
Reduced need for external contractors, lowering operational costs.
Efficient certifications
Agents certified and deployed in under 2 weeks.
Agile response
Adaptability in scheduling to match call volume and service needs.
High QA performance
Consistently meeting or exceeding the 95% QA target.
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