Health insurance customer service outsourcing that scales with member demand

Improve member support, call center flexibility, and service quality

Health insurance members expect clear answers, fast support, and empathetic communication across every stage of their healthcare journey. From benefits questions and enrollment support to billing, claims inquiries, and provider coordination, every interaction can impact member trust. 

Liveops helps health insurance organizations improve service operations through flexible health insurance customer service outsourcing solutions that scale with demand while maintaining quality, consistency, and member experience standards. 

150%

Flex to unexpected volume

57%

Higher sales conversions

97%

Improvement in reliability metrics

Liveops supports health insurance organizations through a wide range of solutions:

  • Health insurance call center outsourcing 
  • Member services support 
  • Benefits and eligibility inquiries 
  • Claims status and documentation support 
  • Billing and payment assistance 
  • Enrollment and plan support 
  • Provider coordination support 
  • Seasonal, open enrollment, and surge support 
  • Multilingual member support 
man wearing a headset, smiling at the camera while taking notes and working on a laptop

Case study | LIFE INSURANCE | HEALTH INSURANCE

Scaling licensed life and health insurance support for a national insurance leader 

For more than a decade, Liveops has helped a leading life and health insurance provider scale licensed sales and customer support while improving quality, compliance, and conversion performance. 

Over a 10-year partnership, the program achieved a 99% CSAT score, a record 33% application conversion rate, and expanded to support new products, services, and customer interactions. 

Read the case study

Deliver responsive member service when it matters most

Liveops helps health insurance organizations improve customer service operations through flexible health insurance customer service outsourcing solutions. 

From member support and claims inquiries to billing assistance, enrollment support, and customer communications, we help payers deliver responsive, high-quality service across the member lifecycle. 

Member services support

  • Faster answers for members 
    Help members get support for plan questions, account updates, coverage information, and general service needs. 
  • Clearer communication 
    Support members with structured workflows that help ensure consistent, accurate, and empathetic interactions. 
  • Reduced member effort 
    Help members resolve routine questions without unnecessary transfers, repeat explanations, or long wait times. 

Health insurance call center outsourcing

  • Flexible support capacity 
    Scale call center operations during peak periods, open enrollment, plan changes, and unexpected volume increases. 
  • Consistent service quality 
    Support member interactions with quality-focused processes and performance visibility. 
  • Improved operational focus 
    Allow internal teams to focus on complex issues while routine service needs are supported efficiently. 

Benefits and eligibility inquiries

  • Easier plan navigation 
    Help members understand benefits, eligibility, coverage details, and next steps. 
  • More confident member interactions 
    Provide clear support during moments when members may feel confused, stressed, or uncertain. 
  • Better service continuity 
    Create a more consistent experience across common health insurance questions and support needs. 

Claims status and documentation support

  • Clear claims communication 
    Help members understand claim status, documentation needs, and general next steps. 
  • Better responsiveness 
    Provide scalable support when claims-related inquiries increase. 
  • Reduced uncertainty 
    Give members timely information that helps them feel informed and supported. 

Billing and payment assistance

  • Clear account support 
    Assist members with billing questions, payment options, account updates, and related service needs. 
  • Fewer disruptions 
    Help members address payment-related questions before they become larger service issues. 
  • Improved member satisfaction 
    Make account management easier with responsive, convenient support. 

Enrollment and plan support

  • Support during high-volume periods 
    Scale service capacity during open enrollment, renewal periods, and plan transitions. 
  • Better member guidance 
    Help members understand plan options, enrollment steps, and required information. 
  • Smoother experiences 
    Reduce friction during moments when members need timely, accurate assistance. 

Provider coordination support

  • More connected support 
    Assist with routine provider-related questions, referrals, coordination needs, and general service inquiries. 
  • Better communication 
    Help members understand where to go, what information is needed, and how to move forward. 
  • Improved member confidence 
    Support members with clarity and empathy during important healthcare moments. 

Seasonal, open enrollment, and surge support

  • Flexibility during demand spikes 
    Scale support during open enrollment, plan changes, seasonal shifts, and unexpected volume increases. 
  • Business continuity 
    Maintain service coverage during periods of operational pressure. 
  • Faster response times 
    Add capacity when members need help most. 

Multilingual health insurance support

  • Language access that scales 
    Support English and Spanish customer interactions, with the ability to expand multilingual capabilities as needed. 
  • Empathy-driven communication 
    Help members navigate healthcare questions with professionalism, clarity, and care. 
  • Better member outcomes 
    Improve understanding and resolution across benefits, enrollment, billing, claims, and support interactions. 
Quote What OUR clients say
Liveops has remained flexible to meet our needs, whether supporting a group of 15 or over 300. They have proven to be a responsive, flexible, and quality business partner over this time. This allows our agents to simulate on-the-job training without the impact of honing these skills with a live customer.
Chief Operating Officer, Insurance Client
Quote What OUR clients say
You’ve helped us navigate so many major changes this year and still delivered top-tier performance. You are a valued part of our expert network, and your dedication, consistency, and resilience have not gone unnoticed. Thank you for showing up with such a positive attitude during a challenging season. We appreciate all your hard work!
Director of Operations, Healthcare Client
Quote What OUR clients say
Thank you, Liveops, for the partnership on our program. The support you provide has helped tens of thousands of people secure a job. And we're just getting started. The peak holiday hiring season is underway and we expect to hire another 200 thousand workers in the next 2 months! Thanks again for all of your efforts.
CX Program Lead, Shipping & Logistics Client

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