Back-Office & CX Services for a Healthcare and Medical Services Brand

Client Overview

Healthcare and Medical Services Brand Customer Success Story

Our client is a preeminent fully-integrated health system that provides exceptional care for the injured, which leverages top-tier talent and leading-edge technologies. From clinical operations to patient care, together they are driving toward recovery.

The Challenge

Our client was seeking an experienced and sophisticated outsource partner to:

Assist customers to claim through their medical insurance
Work with medical insurers to process claims
Provide claims feedback to customers and insurers

The Solution

Step 1

A team of 25 CX experts across two service delivery centres (Dhaka, Bangladesh and Johannesburg, South Africa) dedicated to providing customers:

Step 2

Billing Data Support and Medical Record / Scribe Management

Step 3

Insurance Package Support and Insurance Verification

Customer experience and Back-office services including;

The Results

105.2%

The team achieved 105.2% of new patients records – Dec 2022

100%

100% success on patient follow-up. This resulted in 100% quality for all patient uploads

5%

A 5% increase in headcount – February 2023

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2,500

Expert across
4 continents

11 yrs

Building a diverse
workforce

Centre for
Innovation

Generative
AI Platform

Case Study