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

Healthcare

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.

38k

Associates

Supporting voice and non-voice services

12

Countries

Global delivery with local flair

40

Languages

Building stronger customer connections

200+

Clients

Trusted by leading brands

Featured solutions

Call center agents happily working on a omnichannel contact center
Startek® Omnichannel Contact Center

Deliver world-class CX across channels

Learn more
A woman making bookings for holidays through social media channel
Startek® LISA

Deliver real-time, personalized and effortless social CX

Learn more
Female agent happy with automated quality management support in a call center
Startek® Automated Quality Management

Drive efficiency and accuracy

Learn more
Team discussing CX strategy on office wall sticky notes
Startek® CX consulting

Reimagine your CX delivery

Learn more

Insights

Blog

Asian office staff in a business meeting
Beyond the headset: My career path at Startek® 

Follow Luis DeCastro inspiring journey from call center agent to Senior Manager of Operations at Startek® Philippines.

February 2024

Read more

Press releases

IAOP Global 100 Web banner
Startek® named to the 2024 Global Outsourcing 100® list by IAOP 

Startek® is recognized as one of the world's top outsourcing service providers by IAOP.

February 2024

Read more

Blog

Young hispanic businessman happy with customer service
Support your customers with contact center outsourcing 

Explore the comprehensive blog on contact center outsourcing and discover how this strategic move can enhance your service game.

February 2024

Read more

Blog

Chatbots banner
Why your brand needs a customer support chatbot

Read the blog to discover why customer support chatbots are a must for your company along with benefits and pitstops to avoid.

February 2024

Read more

Case studies

Startek® AI Coach delivers 33% increase in customer satisfaction
Startek® AI Coach delivers 33% increase in customer satisfaction

Learn how leading telecom providers improved their customer satisfaction with Startek® AI coach.

January 2024

Read more

Blog

How real-time agent assist powers best-in-class CX
How real-time agent assist powers best-in-class CX

Learn how real-time agent assist elevates customer interactions and provides best-in-class customer experience.

January 2024

Read more

Blog

How call center gamification improves agent productivity 
How call center gamification improves agent productivity 

Learn how call center gamification improves agent productivity and increases customer satisfaction.

January 2024

Read more

Stay connected

Please enter a valid email address.
Please select the checkbox before submitting the registration form.
Thank you for sharing your details. We look forward to keeping in touch.