Case Study: Leading Healthcare Company achieves 24/7 empathetic, HIPAA-compliant patient support and scalable growth with Liveops

Delivering empathetic agents to fuel company growth and patient health

A leading medical testing company faced rapid growth that exhausted its local agent pool and threatened business continuity—especially during weather-related disruptions and other unexpected events. The client needed 24/7 coverage and empathetic, HIPAA-compliant agents who understood complex healthcare workflows and could represent the brand’s culture while meeting strict compliance requirements.

Liveops deployed its Virtual Flex model to provide onshore, healthcare-experienced agents nationwide, along with a blended two-week certification program and a supportive remote community to sustain agent engagement. The scalable solution ensured continuous coverage across time zones, handled platform changes and pandemic-related volume swings, and quickly ramped to meet KPIs—exceeding staffing goals and earning high praise from the client for professionalism and flexibility.