Case Study: Healthcare Company streamlines patient support with TTEC

Healthcare Company - Customer Case Study

Healthcare Company, a top 20 U.S. hospital, needed a simpler, single point of contact for patients, family members, physicians, and the public through its 1-800 number. It wanted help handling a broad range of inquiries in real time, from general information and referrals to appointments, insurance questions, and even sensitive emergency situations. TTEC provided the customer service associates and support needed to manage this highly specialized healthcare contact center.

TTEC hired and trained associates through an intensive eight-week program covering five call types, supported by new tools such as insurance data integration, compliance pop-ups, geolocators, emergency/suicide protocols, and a live-updating knowledge base. The partnership has lasted 10+ years and continued to expand, with an 86% increase in associates by year’s end and growing use of the team for physician appointment scheduling. Patients also reported effective, timely, and empathetic care through the system.