Case Study: Leading Telehealth Provider improves telehealth registration and support with Arise Virtual Solutions

Innovative Learning & Development Strategies for Enhancing Telehealth Patient Registration and Support

Leading Telehealth Provider, a leading telehealth provider, needed help managing new member registration for complex telehealth services by phone while handling sensitive personal information securely. They also needed support for login issues, profile management, mobile app troubleshooting, physician consultation requests, and callbacks, all at scale and with high service quality. Arise Virtual Solutions was brought in to help meet these demanding telehealth support needs.

Arise Virtual Solutions sourced specialized Service Partners and implemented a compressed curriculum with a robust certification program focused on rapid problem-solving. It also added a post-certification “Super Support” plan to close knowledge gaps and provide near-real-time coaching to new Service Partners. The results were strong: average hold time fell to 12 seconds, ASA was under 1 second, quality scores exceeded 90%, call monitoring scores averaged 92%, AHT was optimized to 425 seconds, cost per call was $2.28, and the program handled 952,168 contacts in 2023.