Industry

Healthcare & Medical CX Solutions

For over twenty years, OutPLEX has serviced healthcare providers and insurance companies with the objective of making it easier for providers, patients, and members to stay connected on the method of communication they prefer.

OutPLEX improves patient satisfaction and retention with both inbound and outbound voice and digital messaging solutions, including scheduling appointments, confirming client information, insurance processes, retrieving missing data, follow-ups, patient satisfaction surveys, and filling schedules to assist in reducing costs from missed visits or no-shows.

Whether traditional telephone calls or digital messaging inquiries, healthcare providers have heavily relied on OutPLEX to provide HIPAA-compliant, empathetic, highly skilled representatives to administer the best patient experience when they truly need it the most.

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Getting the Healthcare CX Right

Healthcare customer care does not have to be complicated or expensive. On the contrary, both you and your patients will benefit from a straightforward, efficient system that prioritizes:

  • Ease of use: Patients may be more likely to follow through and receive the care they need if you make it easy for them to initiate interactions and respond to messages.
  • Security: The sensitivity of medical data makes it imperative that your communication channels follow HIPAA regulations and employ reasonable steps (e.g., password protection) to maintain patient privacy.
  • Accessibility: Some patients may be more comfortable with a particular channel, or they may have medical conditions that prevent them from easily communicating in certain ways. It is important to give them plenty of choice when it comes to how they communicate with you.
  • Proactivity: You can use digital channels to remind customers about appointments, when to take medications, and more.
  • Timeliness: An AI-driven bot responds to patients almost instantly. In addition, these bots can free up live agents to handle more difficult queries sooner rather than putting patients on hold.

Healthcare is a sensitive and stressful topic for many. Patients appreciate it when medical providers and insurers are easy to contact and offer fast, clear, and relevant responses to their questions. Any steps your business takes to make their lives easier will inspire positive word of mouth, greater satisfaction rates, and increased customer loyalty.

Healthcare Customer Care with OutPLEX

We are an experienced vendor that can provide and manage every service you need to create an intuitive and flawless customer experience. These services include:

Automated digital channels like chatbots, texting, and messaging that can field most customer queries—one of our clients achieved “a 62% self-service rate” within months

Video chat options, so patients do not have to come into the office so frequently.

An enhanced call center that interacts naturally with callers and makes it easy for patients to find what they need.

Tech support to attend to problems or glitches with the system whenever and wherever they arise

Caring, well-trained live agents who respond appropriately to the problems that automation cannot handle.

Value-added services, including quality assurance and marketing research, that inform you about what channels to offer and how best to utilize them.

Nearshore facilities that are less expensive and relieve you of the burden of hiring call center agents and other such employees yourself

OutPLEX empowers you to provide patients with the kind of service they deserve. With our proven solutions, your business will see greater results for less money, and you will have more resources to devote to your core mission: helping patients get well.

To learn more about our state-of-the-art customer care services, call OutPLEX today at 1.866.531.5773 or click the button below. We have helped healthcare providers like you provide the best possible service for up to 40 percent less than the cost of alternative options.

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OutPLEX Can Start Helping You Today

Ready to learn more? Contact us at 1.866.531.5773 or using the form provided to learn how OutPLEX can save you 40% on healthcare customer care.

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    Testimonial
    OutPLEX has proven to be a great partner since we launched our program over three years ago. They deliver great customer experiences and insights into how we can improve operational outcomes.

    — E-Commerce Director, Online Jewelry Retailer

    We had a need to scale quickly as our other provider was not delivering the level of CX our brand demands. OutPLEX, in a matter of months, was able to grow our program to 700 agents without sacrificing performance or quality.

    VP of Customer Care, Large Regional MSO/Telco Company

    The ability for OutPLEX to better understand our customer intents within our purchase flow was invaluable! In a matter of months, they were able to tune our Chat Bot to drive a 62% self-service rate with NPS equal to human assisted interactions.

    — Director of Operations,  Fortune 100 Home Improvement Retailer

    Outcomes

    One of the world’s largest cosmetics brands was able to reduce their abandonment rate to 1% while increasing sales by 53%.

    53%
    Outcomes

    Migrating your customers to digital channels can save your organization up to 40% while increasing Net Promoter Scores.

    40%
    Outcomes

    When customers have a choice of channel, they often use messaging which provides a 78% higher open rate.

    78%