Case Study: Healthcare Company achieves faster referral turnaround and 94% revenue growth with TTEC

Healthcare Company - Customer Case Study

TTEC worked with a Healthcare Company that was losing revenue and frustrating physicians and patients because its specialty pharmacy referral workflow was too slow and inefficient. With an average turnaround time of 14 days, patients with serious chronic conditions were waiting too long for prescriptions, and referrals were often going elsewhere.

TTEC assembled a cross-functional improvement team and redesigned the referral-capture process by standardizing clinical and non-clinical work, adding tracking protocols, streamlining approvals, reconfiguring workspaces, and improving staff adoption. The process was cut from 151 steps to 40, handoffs dropped from 44 to 4, mean referral lead time fell 57% from 14.35 days to 6.22 days, revenue increased 94% in one year, active patients rose 84% in nine months, and referral volume grew 37% across all channels.