DME (Durable Medical Equipment) Supplier – Frontline CX Support and Back-Office Document Processing
A southern US- based DME Supplier providing products and services in the state with second-largest percentage of 65+ adults
+2 years
supporting their inbound
(English and Spanish) contact center
– including inquiries from patients,
doctors, medical staff, hospitals and
insurance companies
+2 years
performing document,
verification & validation and work
order creation based on patient
eligibility
Challenge
DME Supplier needed support for document classification from a real-time documents queue and subsequent documentation processing. Queue receives documentation from a number of sources including insurance companies, hospitals and physicians, with differing SLAs based on request type.
In addition, once documents
are classified, different back-office processes must be executed within the CRM after patient eligibility and coverage isconfirmed.
Solution
TalkHub & the DME supplier
partnered to hire and train a
small team of cross-Functional account executives that would be able to seamlessly pivot from one sub-task to another. Starting in the call-center queue, resources are then assigned to a specific sub-task based on expertise and proficiency with certain processes. This allowed the DME to improve service levels and ultimately, patient satisfaction.
Impact
•Reduced SLAs to ensure
same-day response to all DME
requests
• Improved patient satisfaction in
the call center queue with
up-to-date CRM information
•Maintained call center metrics
such as handle time, speed to
answer and abandon rate at or
above goal
These partnership efforts allowed TalkHub and the DME supplier to improve overall
patient satisfaction, as well as ensure compliance with partners such as insurance
companies and hospitals through effective communication between the DME and
these companies.
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