Case Study: Leading Medical Testing Company achieves 24/7 empathetic, HIPAA-compliant patient support with Liveops' Virtual Flex

Delivering empathetic agents to fuel company growth and patient health

A leading medical testing company was experiencing record growth and had exhausted the local agent pool. They needed 24/7 access to empathetic, HIPAA‑compliant agents who understood complex healthcare products, could maintain business continuity during weather and other disruptions, and who would align with the company’s culture and patient‑centric mission.

Liveops’ Virtual Flex model delivered onshore, healthcare‑experienced virtual agents across time zones, supported by a two‑week “flipped classroom” certification and an active remote community (Liveops Nation). The flexible, scalable program enabled rapid ramp‑ups, seamless platform transitions, and consistent KPI performance—meeting or exceeding staffing goals and sustaining service through pandemic and volume fluctuations—earning strong client praise for professionalism and adaptability.