The healthcare customer experience is unique. In an industry rife with regulation and compliance, how can you ensure that your patients or members are getting the best possible service?
One way is to outsource your customer experience solutions to a company that specializes in healthcare customer care. By working with a partner who understands the complexities of the healthcare industry, you can free up your team to focus on your core mission and leave customer support to us.
At Omni, we understand the importance of finding agents with the right skills and experience to provide outstanding customer care for your healthcare clients. We receive thousands of applications each month, and our team carefully selects only the most exceptional people to join our network of GBAs.
Our team only consists of the best talent from all over the nation – not just those who live near a physical call center. This allows us to:
The work-at-home employment model gives us the widest range of choices to ensure we can find the best possible fit to represent your company and provide top-notch service to your valued clients.
The healthcare industry is no stranger to busy seasons. From open enrollment to ACA compliance, there are several times throughout the year when customer service teams are inundated with calls, emails, and social media messages.
In the past, most healthcare organizations have handled this influx of customer inquiries in-house. However, as the industry has become more competitive, many organizations are turning to outsourced customer support providers to help them manage their seasonal customer service needs. Here are a few reasons why:
When it comes to customer care, healthcare organizations have unique needs. In addition to providing excellent service, they must also ensure that their operations are compliant with HIPAA regulations.
One way to achieve both objectives is to outsource customer care to a provider that is HIPAA compliant. This approach can help you improve the quality of your customer service while mitigating the risk of non-compliance.
When choosing a customer care provider, there are several factors to consider. First, you’ll want to ensure that the company has experience serving healthcare organizations. Second, you’ll want to verify that the company is HIPAA compliant. Finally, you’ll want to consider the cost and quality of the services being offered.
With more efficient staffing, an at-home workforce can handle the same amount of customer interactions as a traditional workforce, but without any added costs or fees. In other words, you’d need 15% fewer employees to do the same job.
With in-person or traditional office-based workers, you’d need to have enough physical space to accommodate and train seasonal staff, which is both costly and impractical. But with Gig Workers, there’s no need for extra space. Our virtual learning design eliminates the need for a physical training room, making training 25% faster than usual. This also saves on costs when it comes to seasonal or ramp training. The time we save from training can be used for even more cost-saving initiatives, like getting rid of the need for a physical workspace entirely – particularly handy during times of the year when said spaces are mostly unused anyway.
Our partnership began in March and by early April we had on-boarded 600 FTEs. We exceeded all KPIs and took 100% of the volume from the stores. The Average Handle Time goal was less than five minutes, which we met at 4.54 minutes. The goal for Transfer Rate was less than 4%. Our Transfer Rate was 0.35%. Shortly after we implemented their program, we earned 100% of the client’s business, as they let their incumbent vendor go. A flexible partner, we continue to ramp up and then back down, and up again, to meet the needs of the ongoing fluctuations of COVID.
Average Handle Time