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Objective:
- Cover a high volume of inbound and outbound calls to leads and existing customers
- Ensure recertification to cardholders and address patient compliance
- Address the need to designate strong manpower to reach targets
About the Client
Leafwell is an agency that is committed to deliver high-quality patient care through varied and accessible virtual platforms. Their mission is to provide secure and structured healthcare solutions with a particular focus on medical cannabis. They offer services including medical card evaluations and certification for cannabis use. Patients receive personalized and practical care tailored to their needs. At Leafwell, they put emphasis on advanced technology to streamline the process which makes it easier for individuals to access the benefits of medical cannabis in a safe and convenient manner.
Challenges
Challenge 1: High Volume of Inbound Requests
Leafwell handled an influx of inbound calls from patients seeking medical cards for cannabis. This high volume created a demand for a large and skilled team of patient care representatives. These representatives had to manage a wide range of tasks including resolving customer complaints, handling billing inquiries, and providing information on services. Managing such a large volume of calls was a serious challenge while also delivering expedited but accurate support to each patient.
Challenge 2: Management of Outbound Recertification
Leafwell faced the challenge of reaching out to existing cardholders for recertification. This process necessitated a well-organized team to contact patients before their certifications expired. The goal was to ensure timely recertification and maintain continuous patient compliance. Coordinating these outbound efforts while maintaining a high level of customer service added complexity to the company’s operations.
Besides the recertification process, Leafwell had to allocate sufficient resources to support various outbound activities. This includes forming a team to handle marketing campaigns such as follow-ups and updates. Balancing the needs of outbound operations with inbound customer support required meticulous planning and resource management to make sure that all parts of patient care are handled properly.
The Solution
Solution to Challenge 1:
Splace assigned a highly qualified group of agents to handle both inbound and outbound calls that managed an increasing number of patient contacts. This team was trained specifically to handle Leafwell’s patients such as processing new medical card applications and managing recertification for existing cardholders. The agents’ roles were clearly defined so that they could manage the high call volume effectively while maintaining quality service.
Solution to Challenge 1:
For the security and protection of Leafwell patients’ medical information, all agents were HIPAA certified. This training equipped them with the knowledge and skills necessary to handle sensitive medical data in compliance with regulatory standards. Additionally, Splace and Leafwell collaborated to create remote employee monitoring software. This software tracked the agents’ interactions on the interface and platforms used which added an extra degree of protection. This system guaranteed that all actions taken by the agents were monitored and logged which has reduced the risk of data breaches and maintaining patient confidentiality.
Solution to Challenge 2:
To keep the agents up-to-date with the latest policies and procedures, Splace instituted weekly meetings with Leafwell, known as “clinic calls.” These meetings served as refreshers on company policies which provided updates on any changes and allowed for real-time feedback and discussions. The regular interaction between Splace and Leafwell meant that all agents were aligned with the company’s standards and could adapt quickly to any new directives or changes in procedure.
Solution to Challenge 2:
To maintain high productivity and service quality, Splace designated a supervisor to monitor the agents’ activities. The supervisor was in charge of tracking the agents’ performance, monitoring calls, and checking that all agents followed the company’s procedures. The supervisor also supported and guided the agents, resolving any difficulties that arose and making sure the team met their performance targets. This oversight helped maintain a consistent level of service quality and patient interactions were conducted professionally.
The Results
From January to July, we increased our outbound call efforts by 3,000. This increase meant our agents provided Leafwell with amplified support and manpower that has resulted in broader reach about their medical card services. This advanced strategy prioritized patients who received timely assistance and updates that helped them stay informed and on top of their medical card needs. Beyond just increasing the number of calls, we consistently hit a success rate of over 90% for connected outbound calls. This high success rate showcases our ability to reach a portion of the leads. Month after month, our team players successfully contacted patients regarding their medical cards wherein the team facilitated timely updates and recertifications before their cards expired.
Moreover, an increase in productivity was achieved by hitting a goal of 81.25% by Q2 of 2024. This was also accomplished because we made sure our agents delivered the required number of productive hours like covering phone calls, ticket resolutions, and email responses. This has undoubtedly benefited the Leafwell’s patients. We created a supportive and efficient work atmosphere that has empowered our team to excel and offer outstanding service to Leafwell patients.
Data:
Conclusion
In partnering with Leafwell, we recognized how necessary it was to have a well-trained and passionate workforce to handle both high-volume patient inquiries and outbound recertification operations. Providing that agents with the necessary skills and security certifications is indispensable for protecting patient confidentiality and service quality. Regular communication and updates, as well as solid supervisory control, are needed to align our staff with Leafwell’s standards and respond promptly to any changes.
About SPLACE
Splace is a business process outsourcing company composed of highly trained, top-rated, experienced, talented, and dedicated Filipino professionals whose mission is to bridge the gap between global companies and their need for exceptional Filipino talent.
If you are interested in Splace’s Business Process Outsourcing Solutions,
email: ceo@splacebpo.com or call us at +1 503 488-3540.
