Case Study: a leading regional specialty healthcare provider modernizes patient experience with Concentrix and Amazon Connect

How we helped this specialty healthcare provider leverage Amazon Connect to modernize its Patient Assistance Center

Concentrix worked with a leading regional specialty healthcare provider that was struggling to modernize its Patient Assistance Center as it expanded across more than 60 locations. The provider faced multiple legacy and siloed CX systems, high call abandonment rates of up to 40%, slow clinic onboarding, limited data sharing, and growing patient and staff frustration.

Concentrix implemented Amazon Connect to create a flexible, cloud-based contact center foundation with digital self-service and better support for patients and providers. The new setup was designed to scale with the provider’s growth, improve personalization, reduce operational inefficiencies, and speed onboarding for new clinics, helping improve patient experience and reduce lost revenue and loyalty risk.