Omni

Outsourced Customer Experience Solutions for Healthcare

HIPAA Compliant Customer Experience

11%

Reduction
In AHT

14%

Reduction
In FTE

25%

Cost
Savings

76K+

Healthcare Community of Gig Workers

Compliant Outsourced CX that Improves Customer Satisfaction

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.

Finding Call Center Agents with Healthcare Experience

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: 

  • Quickly connect with more qualified candidates 
  • Hire more seasoned, intelligent, and experienced GBAs
  • Significantly reduce our yearly turnover rate 
  • Choose from a variety of talented individuals that fit well culturally and have the right skill sets and work history for the job
 

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.

Outsource Your Seasonal Customer Experience Needs to Maintain Excellent Customer Satisfaction

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:

  • Outsourced customer support providers have the manpower to handle spikes in customer service demand.
  • Outsourced customer support providers can provide your organization with access to a pool of qualified customer service representatives.
  • Outsourced customer support providers can help you manage your seasonal customer service needs without having to hire and train temporary employees.

If You're Looking For A Way To Improve Your Organization's Customer Service During Busy Times, Consider Outsourcing To A Qualified Provider.

HIPAA Compliant Outsourcing

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.

25% Cost Savings

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.

Omni Partners with One of the Largest Pharmacies to Provide COVID Vaccine Support to 11 Million Americans

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.

“Thank you for your continuous support and for always being readily available when we need assistance.”
Pharmacy Client

3K

Gig Workers

6-week

Launch

4.5 min

Average Handle Time

If you're searching for a first-rate customer care service provider for your financial service organization, look no further!