- Case Study
Reducing Billing Frustration With 65% Gains and 102% Performance
- The Problem
The Client
The client is a tech-enabled healthcare provider combining virtual and in-clinic care through a unified digital platform. As patient volumes grew, billing questions surged and exposed service gaps across support channels. These gaps reduced transparency, slowed resolutions, and impacted patient trust.
The Challenge
Customer Service Gaps and Rising Patient Frustrations began to surface as inquiry volumes grew, revealing cracks across the billing support experience. Patients struggled to understand unexpected charges, received conflicting information across channels, and waited too long for follow-ups on routine questions. Instead of clarity, they faced billing inaccuracies, insurance verification issues, and slow resolutions that steadily eroded trust.
Target Attainment by Month 3
More claims per day by Month 5
