Healthcare CX With Integrated Patient Care & Support

As a patient, navigating the healthcare industry can feel confusing. We help simplify the experience between patients, physicians, and providers so you can deliver exceptional service. Our experts can manage complex communications, streamline member care, and improve patient engagement levels, leading to better outcomes for the people you serve.

Our CX Solutions

Treasure Performance – Customer Data Platform

Patient journey insights and strategy development
Survey and data development
Member assessment support
Actionable insights from real-time data and patient actions
Audience segmentation
Individualized communications and messaging
Automated reminders and follow-ups
Omnichannel wellness and marketing campaigns

Trust & Safety

All our locations meet healthcare compliance regulations including HIPAA, CMS, and DDMAC
All our locations meet cybersecurity compliance regulations including SOC 2, Type 2 and PCI-DSS 3.2
Data privacy controls
Data security management
Detecting and flagging potential fraud
Platform and payment protection

Back Office Support

Document handling and management
Quick and meticulous data entry
Smart AI automations for faster information processing
Data deduplication

Customer Care

Empathetic associates deliver personal care in 1-on-1 customer experiences
24/7 patient service coverage
Physician and provider support
Appointment setting and confirmation
Explanations of service
Claims handling, including appeals and grievances
Cross-channel customer service, including email, social media, chat and phone
Self-service options, including structured chat and generative AI applications
Call routing and multi-tier call handling
Six Sigma-Certified associates and team leads

Direct Mail Marketing

Production capabilities for printed communications, including variable data printing and print-on-demand
Cost optimization for postage and delivery
Data-led marketing and communications that create higher response rates
Faster scaling as needed, like during enrollment periods

CX Solutions for Healthcare

Health Insurance – Patients

Physician/hospital lookup
Claims status
Appeals and grievances management
Benefits eligibility lookup
Product recommendations
Policy sales
Pre-renewal contact campaigns
Provider network management
Provider credentialing
Provider payment status
Reminder calls
Annual notice of change management
Welcome packet and information packet management
Access and availability of care surveys
Visit follow-ups

Pharmacy Benefit Management

Member and provider support
Formulary lookup and status
Benefits eligibility
Explanation of services
Order tracking
Pharmacy lookup
Coordination of benefits
Mail order and customized pill package enrollment
Transfer and manage prescriptions
Provider member Rx coordination
Refill timing
Payment status

Health Insurance – Providers

Pre-authorization management
Appointment setting and confirmation
Pre-visit instructions
Transportation support
Medical record retrieval
Billing authorization coordination
Post-discharge follow-up
Medication adherence checks
Remote patient monitoring
Medical device setup and support
Billing dispute resolution
Provider coordination

Pharma

Customer segmentation modeling
Product outreach
Support program enrollment
Patient support
Physician support
Medication adherence
Adverse event reporting
Sample ordering
Pharmacy coordination

Case Studies

A Healthcare Insurance Provider

With a goal to maintain their rates of enrollment while reducing marketing spending, we created targeted outreach campaigns for one of our healthcare insurance clients. Using predictive modeling, we identified and reached out to promising leads, improving response by 700% and saving our client $600,000 across the campaign.

A National Insurance Marketplace

Our client needed to scale their customer service staff to 600 licensed agents within 60-90 days to support insurance enrollments. We were able to recruit more than 500 licensed agents and train them within two weeks, which helped our client exceed their Medicare enrollment goals and enroll more than 35,000 people in Affordable Care Act plans over the phone.

Let's Connect

All industries are different. Get in touch and we’ll connect you with a real person who can put together a customized plan to meet your needs.

HealthCare

Deliver better patient care with less effort