As patients have become accustomed to the convenience of digital experiences in other sectors, healthcare payers and providers must keep pace with health-tech companies by offering seamless patient support across live and digital channels.
As many as 82% of patients are ready to switch providers as a result of a bad experience and memorable CX is what patients want and expect with 72% saying good customer service is highly valued. But healthcare providers must do more than merely provide a friendly experience. With 31% of patients selecting a provider based on online reviews, providers must carefully curate their online reputation to stay ahead.
Case study
Improving the patient journey with Startek® Interaction Analytics
The challenge
Our client, a leading U.S. healthcare provider, wanted to improve the patient journey by aligning internal processes with the patient journey to reduce patient effort.
The Startek® solution
- Using Startek® Interaction Analytics, developed a deep understanding of the patient journey and built use cases for individual patient paths
- Redesigned the customer-care associate hiring and training program and customer-care processes
- Empowered agents to own issues across the patient journey
The results
- 12% increase in patient satisfaction
- 18% increase in first-time equipment order efficiency
- 15% reduction in agent attrition
Your trusted CX partner
Trusted by the healthcare industry for more than 30 years, Startek® has the expertise you need to deliver world-class CX.
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