SYKES is now part of Sitel Group®. Visit www.sitel.com for more information. Comprehensive Solutions for the New Healthcare Landscape Healthcare support is a challenge. Consumerization of the industry means experience expectations are higher than ever, while the infrastructure and technology needed to meet them drive up costs. But with the right BPO partner, you can deliver the support experiences people need while staying competitive in a changing environment. Our Approach Seasonality Compliance Technology Case Studies Get in Touch Balancing Compliance, Cost, & Compassion A highly regulated industry, healthcare demands a lot from support centers. Agents need to securely access sensitive data quickly and easily while delivering compassionate member/ patient experiences. While you need to closely manage costs to maintain profitability, it’s a balancing act with little room for error. Meeting Seasonal Demands Navigating the staffing demands of seasonal spikes around open enrollment and welcome seasons requires an outsourcing partner that excels in speed, efficiency, and cost-effectiveness. It also needs a globally distributed workforce, so scale is not an issue. Serving Companies Across the Healthcare Industry Payers, third-party administrators, pharmacy benefits managers, healthtech companies, and life science companies have different support needs but all require serving members, patients, and providers across physical and digital channels. Better Outcomes with Specialized Support Healthcare Plans Eligibility & plan benefits Claims inquiries Self-service & website support Plan sales Claims processing Adjudication Healthcare Delivery Prescription drug assistance Mail-order Rx support Scheduling Billing plans Help desk Devices/Products Product features & use Clinical advice/guidance Returns & repairs Warranty information Product recalls Accounts receivables management Health & Wellness Management Lifestyle & wellness coaching Healthcare system navigation Chronic disease management Palliative care Telehealth Our Operational Framework Delivers Consistent Service Excellence Only a BPO that performs at the highest levels at every step in their service delivery can provide cost-effective customer support that meets the complexities and unique requirements of healthcare services organizations. From hiring, onboarding, and training new agents to managing the workforce at a macro and individual agent level — each person, process, policy, and platform must work seamlessly to ensure the best outcome. Unmatched Operational Excellence Our brand partners appreciate our operational rigor and commitment to delivering on time and on budget while always looking for ways to improve. Seven core areas underpin how we create and deliver value: Talent Acquisition Strategic hiring from more than 300,000 agent applications a year ensures the best fit for our clients. Talent Development Ongoing education and active career pathing reduce attrition and increase our agents' skills. Interaction Management We specialize in member/patient satisfaction, establishing trust and building brand loyalty across multiple channels. Performance Management An engaging work environment that prioritizes collaboration and accountability ensures clarity of goals and the support needed to exceed them. Workload Forecasting & Management We manage talent from across the globe with operational efficiencies in place to ensure agent availability and high occupancy rates. Risk Management We prioritize client security by preventing fraud activity, upholding contractual compliance, and adhering to rules and regulations. Continuous Improvement We proactively look for ways to improve our products, services, and processes, with a focus on increasing efficiencies and maximizing effectiveness. Success Story From a SYKES Healthcare Brand Partner Consistency and reliability are a strength. (SYKES’) leadership team, call center technology, and overall management strategy is excellent. — Leading Healthcare Insurance Provider Dynamic & Agile Staffing to Meet Your Consumer Members’ Needs Scalable staffing solutions provide our brand partners with as many agents as they need exactly when they need them. Agents are hired, trained, and coached in the unique skill sets needed to provide the extra level of care imperative in healthcare services. Onshore, nearshore, and offshore agents in more than 20 countries, staffed both remotely and in centers, let you build the right mix of staff to fit within budget while effortlessly managing seasonal ups and downs. Seasonal Peaks Open enrollment and welcome seasons bring staffing peaks that require precision and speed. SYKES has the experience and ability to onboard large-scale teams effortlessly, without disrupting service. Carousel Model By moving agents between accounts during different peak seasons, SYKES retains top agents and slashes onboarding time. Access thousands of licensed and unlicensed agents who become experts in your specific processes and policies and quickly transition on and off your account as needed. Work-at-Home SYKES’ work-at-home solution, SYKESHome, is built on a secure HIPAA-compliant and PCI-certified platform that enables us to manage a global remote workforce. This capability deepens the agent pool, giving you consistent access to top talent anywhere in the world. Using SYKES’ carousel staffing model, a brand partner achieved a Net Promoter Score (NPS) of 56 (or “excellent”) on peak demand days. The average NPS for the Healthcare industry is 19 according to the Satmetrix 2020 Net Promoter Benchmark Report. Compliance-Focused Outsourcers With more than 20 years of experience supporting healthcare services organizations, SYKES understands the importance of protecting medical data and adhering to healthcare regulations on-site and for our agents working at home. SYKES centers and SYKESHome agents are HIPAA-compliant and PCI-certified. At the same time, SYKES’ Global Security Operations Center ensures the safety and security of patient health and financial data across the organization. Our globally recognized security framework actively identifies threats and works with our clients to protect company and customer information. Our solutions adhere to the following requirements and regulations: Data security HIPAA ISO PCI More Human Because of Technology SYKES and SYKES Digital Services use the latest automation, AI, and analytics to increase efficiencies and allow agents to focus on delivering the best support outcomes for members/patients. Intelligent Automation Relieves agents from repetitive tasks, letting them focus on the caring, high-touch interactions required in healthcare services support. Insight Analytics Improves the support experience by understanding and improving processes and interactions, reducing inefficiencies, and identifying opportunities to maximize ROI. Workforce Augmentation Ensures that all agents have the tools and knowledge to engage like top performers. The SYKES OneTEAM platform accelerates speed to competency, shortens ramp-up times, improves training efficacy, and reduces workloads and error rates so that our agents can provide the highest level of service to your members/patients and providers. Healthcare Services Resources CASE STUDY: Leading Healthcare Manufacturer Enjoys Better Performance Efficiencies CASE STUDY: SYKESHome Transformed Healthcare Partner’s Approach to Customer Care THOUGHT LEADERSHIP: 3 Common Myths About Work-at-Home Services in the Healthcare Industry Connect With SYKES Learn more about how SYKES can deliver exceptional customer experiences for members and patients. COMPANY Sustainability News HOW WE HELP Outsourcing Holistic CX Service to Sales Extend Your Brand Digital Transformation INDUSTRIES Communications Energy & Utilities Financial Services Healthcare Insurance Services Retail Small & Medium Businesses Technology Travel MORE INFORMATION Locations Careers Employee Spotlight Contact Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability. Terms of Use | Privacy & Cookies | Standards of Conduct | Accessibility SYKES FAMILY OF COMPANIES Learn More Copyright © 2021 Sykes Enterprises, Incorporated