Outsource2india Provided Patient Onboarding Services to a Leading Healthcare Company

Case Study on Patient Onboarding for a Healthcare Company

The Client

The client is one of the leading healthcare companies based in the United States. They are leading providers of birth control pills to their customers globally. They are on a mission to provide each and every consumer with affordable birth control services.

Client's Requirements

The client was looking for a reliable and cost-effective partner who could help them with patient onboarding services. They wanted a service provider who could help them with the end-to-end onboarding process right from the patient's sign up process. They wanted us to verify all the patient details before onboarding the patient.

The Challenges

Our team at Outsource2india had to face a few challenges during the implementation of the patient onboarding project. Some of the key challenges we faced during the project were:

There was no standard operating procedure for the onboarding process and it was difficult for us to train any new agents for the project.
The client was facing inconsistency while sending SMSs to the client as there was no set template which could lead to miscommunication.

The Solution

After analyzing the client's requirements and challenges, our team at O2I devised a streamlined and systematic plan for the client. We helped them create a systematic SOP for their processes. This would help us streamline the process and easily train the new agents in the future. Our team would help the client to validate patient information such as mobile number, payment methods, Phi details, and other questionnaires related to Telemed.

We suggested to the client to create 'hotkeys' for sending SMSs to their customers. This has helped considerably in saving time and resources. Currently, we have over 100 SMS formats that can be used to send standard SMSs.

The Result

The client is extremely happy to see the results of the solution provided by our team at Outsource2india. Our services have been able to help the client to increase the individual production by 10% without compromising on the quality. The client was not only impressed by the quality of services provided by our team but also the cost-effectiveness of the entire project.

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