Healthcare

About the Client

Leafwell is a U.S.-based telehealth agency committed to delivering high-quality patient care through accessible virtual platforms. Its mission is to provide secure, structured healthcare solutions with a particular focus on medical cannabis — including medical card evaluations and certification for cannabis use. Patients receive personalized care tailored to their needs, supported by technology that streamlines access in a safe and convenient way.

The Challenges

1 · High Volume of Inbound Patient Requests

Leafwell handled a constant influx of inbound calls from patients seeking medical cards. Volume created demand for a large, skilled team of patient-care representatives who could move quickly across a wide task surface — resolving complaints, handling billing inquiries, and walking patients through the certification process — while still delivering accurate, empathetic support on every call.

2 · Outbound Recertification at Scale

Leafwell also needed to reach existing cardholders before their certifications expired. That required a well-organized outbound effort to maintain continuous patient compliance. Layered on top: marketing follow-ups, campaign updates, and other proactive outreach. Balancing inbound coverage with outbound campaign throughput required meticulous resource planning to keep no part of patient care under-served.

The Splace Solution

A Dedicated, HIPAA-Certified Patient-Care Pod

Splace assigned a qualified pod trained specifically on Leafwell's workflows — processing new medical card applications, managing recertification for existing cardholders, and handling all patient inquiries. Roles inside the pod were tightly scoped so high call volume could be absorbed without sacrificing service quality. Every agent was HIPAA-certified, equipping the team to handle protected health information in compliance with U.S. regulatory standards.

Custom Remote-Monitoring Software, Built Jointly

Splace and Leafwell co-developed remote employee monitoring software that tracked agent activity across every interface and platform used during patient interactions. The system created a verifiable audit trail on top of HIPAA-compliant workflows — reducing data-breach risk and giving Leafwell on-demand visibility into how patient data was being accessed and processed.

Weekly “Clinic Calls” for Continuous Alignment

To keep agents current on Leafwell's policies and procedures, Splace instituted weekly recurring meetings between both teams — branded internally as “clinic calls.” These served as policy refreshers, real-time feedback loops, and a forum for any procedural change. Agents adapted to new directives within days rather than weeks.

Embedded Supervisory Oversight

A dedicated Splace supervisor monitored agent activity, tracked KPI performance, listened to live calls, and verified procedural compliance. The role doubled as Tier-1 coaching — resolving in-shift difficulties in real time and ensuring consistent service quality across every patient interaction.

The Results

From January through July, the pod increased outbound call volume by 3,000, dramatically expanding Leafwell's reach for medical-card services. The strategy prioritized patients due for recertification — getting them timely assistance and updates so they stayed informed about their card status.

On those outbound efforts, the team consistently delivered a connection success rate above 90% — meaning the vast majority of called patients were actually reached and recertified before their cards lapsed. Month after month, the pod facilitated timely updates and recertifications at scale.

By Q2 2024, the Splace pod hit an 81.25% productivity goal, measured against committed productive hours: phone calls covered, tickets resolved, emails answered. The combination of skilled, HIPAA-certified agents, audit-grade monitoring, and embedded supervision created the operating conditions for sustained output.

Conclusion

The Leafwell engagement reinforced a core thesis we keep returning to: a well-trained, properly certified offshore workforce — supported by audit-grade monitoring, regular policy alignment, and embedded supervision — is what makes high-volume healthcare BPO actually work. Patient experience and compliance posture improve together, not at each other's expense.