Enabling Patient Engagement And Personalization Services

Client:

A not-for-profit integrated health delivery system provider in the US that has several services and programs catering to diverse communities with a considerable emphasis on providing quality patient support.

Problem Statement:

The business processes were manual and time consuming with no reporting on the utilization rate of agents. The patient support agents referred to multiple applications to resolve patient queries leading to long wait times on the phone.

Benefits Achieved:

On-time SLA achievement, reduced operational cost, improved Data quality, and reduced spam complaints, among others.

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