How Access Healthcare’s strategic approach to hiring, training, And technology boosted satisfaction scores by 11%
With a reach extending to more than 100 million patients and 100,000 providers, this Access Healthcare client stands as a market leader in cloud-based practice management solutions, point-of-care mobile applications, and electronic health record (EHR) systems. When the client sought to elevate its customer service operations to match its technological excellence, it turned to Access Healthcare for a truly transformative solution.
Matching service excellence with technological innovation
For more than five years, Access Healthcare augmented this client’s operations by managing inbound customer service calls, addressing customer complaints, resolving billing inquiries, and conducting product walkthroughs for its network-enabled services and mobile healthcare applications. This partnership thrived through adaptability and an unwavering commitment to exceptional customer service.
However, two years ago, a new challenge emerged: the client sought to transition from an augmentation model to one where Access Healthcare took full ownership of its customer service workflows, including hiring, training, and workforce management. The goal was to elevate service standards, increase accountability, and create a model where Access Healthcare would independently manage and improve the business. We fully embraced the opportunity.
Building client-focused teams for end-to-end success
At Access Healthcare, we approach every engagement with a tailored strategy that integrates seamlessly with our clients’ needs. We don’t just fill roles—we create dedicated, high-performance teams that operate as an extension of our clients’ businesses.
For this client, we designed a scalable, institutionalized approach that would deliver long-term success by aligning people, processes, and technology. Our team consisted of professionals across multiple sectors—Operations, Service Quality, Learning & Development, and Human Resources, all collaborating to identify three key drivers for transformation.
A three-pillar strategy for client-focused transformation
Access Healthcare’s collaborative team identified a three-pillar strategy:
1.Hiring right: Building a high-performance workforce
To enhance customer interactions, we refined the recruitment process to prioritize candidates with strong language proficiency and comprehension skills. Our ARC.in people management module enabled us to foster a high-performance culture through tools for collaboration, learning, and communication. The result? A workforce that is not only skilled but also deeply aligned with the client’s mission.
Additionally, Access Healthcare:
Expanded its talent pool globally to ensure access to the best professionals.
Built a bench of trained professionals at its own cost to maintain workforce continuity and minimize disruptions.
Learn more about our people-first approach.
2. Training right: Accelerating speed-to-proficiency
To drive efficiency, Access Healthcare developed an immersive, scenario-based training program for use during onboarding to accelerate a new hire’s speed-to-proficiency. The training program incorporated hybrid skill development, maximized resources, and reduced onboarding timelines while equipping employees with practical, customer-focused skills.
3. Coaching right: Ensuring continuous improvement
In addition, Access Healthcare equipped team leaders and quality coaches with a “Structured Coaching Model” to standardized preparation, delivery, and follow-up in coaching interactions. This model empowered team leaders and quality coaches to drive performance improvements and foster ongoing professional development.
Achieving new heights in customer service excellence
By emphasizing hiring, training, and coaching, Access Healthcare empowered customer service teams to consistently surpass client expectations and significant operational improvements:
Higher Customer Satisfaction (CSAT) scores: Quality scores climbed from 76.97 percent to 88.31percent in two years, representing a remarkable 1,134 basis point increase. CSAT scores rose from 8.8 to 9.0 in the same period.
Improved efficiency in call and chat handling: Voice Average Handle Time (AHT) decreased from 20 minutes to 18.4 minutes in one year. Additionally, chat handling times also improved, which contributed to higher service levels across voice and chat queues.
Enhanced service levels: The streamlined processes, accelerated resolutions, and reduced backlogs strengthened our client’s customer service and increased its customer loyalty.
Elevating customer service to new heights
Reaching exceptional customer service metrics requires more than just process improvements—it demands an unwavering focus on empowering teams to deliver value consistently. By integrating AI-driven analytics, performance tracking, and workflow automation through ARC.in, Access Healthcare enabled real-time monitoring, predictive staffing, and enhanced decision-making. This technology-driven approach not only resolved immediate challenges but also positioned the client for sustained success.
With a high-performance customer service model in place, the client continues to focus on its mission: delivering accessible, high-quality, and sustainable healthcare. By setting new benchmarks for service excellence and embracing tech-enabled innovation, they remain at the forefront of innovation while providing unparalleled support to millions of patients and providers.