Case Study: Telehealth provider achieves higher customer satisfaction and operational flexibility with Arise Virtual Solutions

Enhanced Flexibility Drives Improved Customer Satisfaction

Telehealth, a Telehealth Provider offering virtual access to board‑certified doctors and pediatricians, needed a strategic partner to manage highly variable campaign volumes and a mix of sensitive call types (registrations, consultations, eligibility) while maintaining HIPAA compliance and compassionate member interactions. They engaged Arise Virtual Solutions and leveraged the Arise Platform for Customer Service, Sales, and Client Support to address these operational irregularities and refine the member experience.

Arise Virtual Solutions deployed Service Partners on the Arise Platform to handle registrations and consultation screenings, gather medical history, ensure compliance, coordinate consultations, and schedule appointments. The result: Arise consistently met or outperformed Telehealth’s internal agents (for example, Arise scored 93% vs. the client’s 74% customer satisfaction in Jan ’18), exceeded the client’s internal service level 23 of the last 24 months, and demonstrated rapid scalability—flexing 100–181% for campaigns and up to 212% of forecast during Hurricane Irma.