Our client
Our client is one of the leading health insurance providers in the US. Covering members from 40 states in the US with almost 500,000 members. They seek efficient ways to respond to our customer’s inquiries and requests so they get the most up-to-date medical care needed depending on their symptoms.
The challenge
Fifty percent increase in online inquiries related to covid symptoms experienced. Growth was attributed to the shortages of in-house or onsite hospital care available.
Solutions
Phone application development:
- Developed additional functions for smartphone applications. In response to the growing need for healthcare response. i.e( TeleConsult, at home lab requests.)
Omni channel support response:
- Dedicated Omni channel support staff on standby to address inquiries posted by patients, whether COVID or Non-COVID Related
- Mobile Laboratory scheduling or appointment setting.
- Partnered with local laboratories to provide patients with on-call blood drawing and covid testing.
In-App COVID Checklist:
- Incorporated an in-app checklist to identify the severity of COVID infections, helping patients to identify if they are experiencing severe symptoms.
- In App Drugstore – where members can order medicines thru the app to be delivered by a partner local pharmacy.
Results
Increase in response time in inquiries solved. Where 85% is within Service Level Threshold.
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Decrease in covid related hospitalizations eliminating almost 80% of mild symptom cases
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Increase in patient satisfaction
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Revenue Growth thru partnerships with pharmacies and mobile diagnostic laboratories.
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We work side by side to ensure growth and positive results in the simplest and most effective way possible.
Providing simplified and cost-effective BPO services to real-world scenarios by applying technology, knowledge, and hard work.