Setting the standard for healthcare contact center services
Accelerate response times while enhancing quality, accuracy, and member satisfaction
Quick, customizable, and scalable
Our contact center services augment and streamline your existing operations. With rapid deployment (we can be up and running within 30 days), a consultative approach, and customizable services, we enhance the member experience while saving you valuable time and resources.
Plus, we can scale up or down quickly as your call volume changes.
Capabilities at-a-glance
Inbound and outbound contact center support
Member and provider support and education
Omni-channel hosting and support
Virtual support, live chat, chatbots
Optimal connections for optimal results
Consultative
We partner with you to drive unique and innovative solutions designed specifically for your needs.
Effective
We answer inquiries 24/7/365 and significantly reduce call wait times so you never miss a call.
Impactful
We are deeply experienced and trained on your unique protocols to provide unmatched customer service.
Agile
We meet all of your needs—whether that’s augmenting your program or fully hosting an omni-channel support center.
99.9%
Uptime
85%
of calls answered in less than 30 seconds
2.3%
ABN rate
Committed to talent, training, and quality
We hire deeply experienced individuals with expertise specific to your needs, prioritize in-depth training on your protocols, and closely monitor agent interactions to ensure the highest quality interactions. We also meet with you weekly to discuss performance and share key metrics, including:
Average handle time and hold time
Number of calls handled
Number of calls handled per agent
Accuracy percentage and quality percentage
Empowering you in multiple ways
Reduced call wait times
Optimized resources
Enhanced member satisfaction
Case study: Imagenet decreases contact center wait times from 3.5 hours to less than 30 seconds
A not-for-profit health plan with 600,000+ members was preparing to open enrollment for a new plan. Even prior to the anticipated call surge, current contact center wait times stretched over three hours. We took over contact center operations and quickly hired 25 agents in just two weeks. The result: 85% of calls answered in less than 30 seconds and a 48% drop in abandoned calls.
Ready to enhance your operations with our healthcare contact center services?