Case Study: Healthcare Service Providing Company achieves faster patient case processing with TTEC

Healthcare Service Providing Company - Customer Case Study

Healthcare Service Providing Company worked with TTEC to address rapid growth that was straining its ability to complete medical necessity reviews and return results within a two-hour window. The company needed a scalable solution that could integrate with its patient management application, reduce turnaround time, and preserve its reputation for high-touch customer service while supporting regulatory and fiscal requirements.

TTEC implemented an incremental technology solution that started with an outbound caller/dialer to automate the 60 physicians’ manual provider calls, then upgraded the client’s unified telephony environment from UCCE 7.5 to 9.0. The results included a $750,000 reduction in workforce, a 21% increase in productivity, and a 20-minute reduction in each case processing time, helping the client scale efficiently without compromising service quality.