A leading medical testing company was bursting at the seams. The company was experiencing record growth but had exhausted the agent pool in their geographic vicinity. They were searching for a partner who could provide exceptional patient experiences with a highly qualified, empathetic workforce.
The VirtualFlex platform augmented the company’s captive agents, delivering flex at scale to meet their growing volume need.
Liveops developed an efficient distance learning program that onboarded new agents quickly, and was seamlessly updated when a new EHR platform was integrated.
The partnership evolved as the client’s business grew, including inbound/outbound patient support and inbound/outbound engagement with healthcare providers.
Business continuity
This healthcare company needed to ensure that agents were available 24 hours a day, seven days a week, creating a challenging issue when snowstorms prevented agents from traveling to the brick-and-mortar call center. Unexpected weather events couldn’t stand in the way of connecting with patients.
Empathetic, understanding, and compliant
In a highly regulated environment, healthcare agents have many compliance and security requirements. Agents that service patient care for this client need a deep understanding of the brand and the complexities of the product. Sourcing agents that are empathetic and understanding to patients and align with the company culture and mission are vital.
The VirtualFlex platform augmented the company’s captive agents, delivering flex at scale to meet their growing volume need.
Liveops developed an efficient distance learning program that onboarded new agents quickly, and was seamlessly updated when a new EHR platform was integrated.
The partnership evolved as the client’s business grew, including inbound/outbound patient support and inbound/outbound engagement with healthcare providers.
The Liveops VirtualFlex platform was selected as the best option to meet the needs of the client.
Top-Notch Talent
Many Liveops agents have a background in healthcare, making them a quick study. They have the innate ability to understand and assist patients, are HIPAA-compliant, and can work through complex call types across a variety of systems.
The Liveops agent pool allowed this client to branch out beyond their geographical limitations, tapping into qualified talent across the United States. With coverage across all time zones, agents are able to help meet the call volume any day and any time, especially when an unexpected event may hinder brick-and-mortar operations.
Flex at Scale
Virtual Flex offers unmatched flexibility and scalability to maintain business continuity. Liveops matches call volume spikes and valleys to accommodate the client’s needs. Even when an unexpected event occurs, Liveops agents are always available on the other end of the phone.
Liveops is an essential and efficient complement to an existing brick-and-mortar center, allowing captive agents to take time off or move to other business areas as needed.
As this healthcare client grew and evolved, Liveops was with them in stride, staying in constant communication with the client management team.
Distance Learning From Scratch
Healthcare is very nuanced and efficiently and effectively onboarding agents for
this client took a skilled and experienced learning team. The Liveops learning and development team engrained themselves in the onboarding process with the client. They took their existing training and turned it into a “flipped classroom,” a blended learning program that includes instructor-led sessions and self-paced materials. The two-week certification class is more efficient than traditional brick-and-mortar classroom sessions, and the client leveraged these materials for their other programs.
The Liveops team was put to the test as the client switched platforms within weeks of onboarding. The team quickly adapted and facilitated materials to align with the new systems so the patient experience was seamless.
Culture and Community
Infusing culture and community into
a work-at-home network can be a challenge, especially when agents
are handling patient calls that can be personally distressing. However, Liveops has honed this craft. Liveops Nation is a robust social network that allows agents to communicate and collaborate with other Liveops agents. This community ensures that agents have the support needed when working in a remote environment.
Liveops agents created “mini- communities” within Liveops Nation to evangelize the client’s brand, and infused their mission statement to the agent population. They are an extension of the client, living and breathing the client’s culture when interacting with patients.
The VirtualFlex platform augmented the company’s captive agents, delivering flex at scale to meet their growing volume need.
Liveops developed an efficient distance learning program that onboarded new agents quickly, and was seamlessly updated when a new EHR platform was integrated.
The partnership evolved as the client’s business grew, including inbound/outbound patient support and inbound/outbound engagement with healthcare providers.
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.
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.
Get in touch to discuss how Liveops can help you meet your customer service needs with greater flexibility, lower cost and better outcomes.
