FWS Delivered Scalable Call Center Assistance for a Major Healthcare Provider

The Client

A prominent healthcare provider operating multiple diagnostic and rehabilitation centers across Canada. Their network includes diagnostic imaging facilities, pain clinics, and concussion rehabilitation centers, offering specialized healthcare services to a broad patient base.

The Requirement

The client needed a reliable call center partner to handle patient inquiries, appointment scheduling, and support across multiple healthcare facilities. The client's goal was to enhance operational efficiency while reducing overall costs. Therefore, it sought an experienced team that could quickly ramp up operations, manage high call volumes, and provide seamless patient support.

The Challenges

Several factors impacted the client’s call center operations:

• High Operational Costs: Managing an in-house team became increasingly expensive.
• Scalability Issues: Difficulty in adjusting support capacity during peak and off-peak seasons.
• Training & Domain Expertise: Ensuring agents had the necessary healthcare knowledge and compliance training.
• Response Time & Efficiency: Maintaining quick response times while handling patient inquiries effectively.
• Seamless Service Expansion: Integrating new lines of business into the support system without disruption.

Our Solution

To address these challenges, we implemented a structured approach:

• Pilot Team Deployment: Started with a team of five agents and expanded as per client requirements.
• Industry-Specific Agent Selection: Sourced agents with prior healthcare experience to reduce training time and enhance efficiency.
• Flexible Scaling Model: Provided a ramp-up/ramp-down strategy to adjust for fluctuating patient call volumes.
• Compliance & Security Measures: Ensured full HIPAA compliance for patient data security.
• Onshore Training, In-House Execution: Initial training conducted by the client's onshore team, followed by an in-house training model for future agent batches.

The Result

Our strategic intervention led to significant improvements in the client’s operations:

• Enhanced Call Handling Capacity: Maintained a 95%+ response rate for patient inquiries.
• Increased Customer Satisfaction: CSAT scores improved by 20%.
• Operational Cost Reduction: Achieved a 40% decrease in call center expenses.
• Seamless Expansion: Successfully integrated new service lines without disruption.
• Reliable Ongoing Partnership: The client provided a video testimonial and agreed to be a reference for future clients.

Outsource Healthcare Call Center Services to Flatworld Solutions

Flatworld Solutions has extensive experience providing specialized call center services for healthcare providers. Our HIPAA-compliant solutions ensure efficient patient interactions, seamless appointment scheduling, and cost-effective support.

Improve your healthcare support operations with our expert call center solutions. Contact us today for a free consultation and explore our customized services.