Healthcare, Wellness & Pharma
Humanize healthcare communications.
Healthcare customers have unique customer care needs. At ACT, we provide exceptional attention to every patient’s situation, needs, and well-being.
*ACT is HIPAA compliant and HITRUST certified.
The challenge.
The healthcare industry is sensitive and complex. Without experienced customer care experts, patients might face misunderstandings, repetitive communications, and inconsistent messaging, which can lead to frustration and negatively affect their care – and your company’s brand perception.
Ensuring Compliance
Due to the complexities of the healthcare industry, finding and retaining agents with the right experience and expertise to serve your customers can be difficult. We have an expert team of agents who have undergone rigorous training, certification, and background checks to support inbound and outbound patient inquiries, enrollment, sales, and more. We can scale to client needs and currently support some of the nation’s largest healthcare providers for their customer care programs.
Unique Business Needs
With the nature of the healthcare industry, most service providers, with their one-size-fits-all solutions, will fall flat in creating a caring customer experience that differentiates you from other providers.
Employee Experience Matters
Typical service providers place profit above the wellbeing of employees which can lead to high turnover and lack of experience or tenure among agents. Lack of engagement with their employer and poor preparation for their roles can lead to a poorer customer experience for your patients.
The ACT advantage.
For healthcare providers to deliver the highest quality of care, a focus on outstanding customer experience is essential. At ACT, we go beyond the call to ensure that every customer interaction is handled with the utmost professionalism, expertise, and commitment to finding a resolution.
Experience and Tenure
As employee-owners, our agents know that your success is our success. The average tenure of our agents significantly exceeds industry standards, and more than 93% of our leadership team began as agents. Our retention record reflects the outstanding commitment, experience, and motivation of our agents, translating to a better patient experience.
Engaged Employees
We strive to provide the best employee experience because a happy employee is more invested and dedicated to helping you achieve better patient engagement.
Licensed & Experienced Agents
Our agents are licensed and experienced to help you deliver healthcare service across many categories, including Medicare/Medicaid, Commercial Payor, and more.
Industry Gold
Standard of
Compliance
ACT has achieved HITRUST certification for its strict compliance to data security and third party risk management.
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Service offerings.
Here are the service offerings we provide for the healthcare, wellness, and pharma industry.
Licensed Sales
Our agents are able to carry out licensed sales and enroll customers and patients in new plans, new services, and more.
Patient Questions
Our licensed and experienced agents will address any medical or healthcare-related inquiries or concerns in a caring and empathetic way.
Welcome Calls
From the very first welcome call, we will familiarize customers and patients with the benefits and services of their plan.
Health Insurance Claims
We will help customers/patients navigate through their health insurance claims process and ensure any claims are settled with maximum customer satisfaction.
Omnichannel Communications
We enable your customers to engage with your brand in whatever channel they prefer; be it SMS, email, chat, social, or voice.
Success stories
from industry leaders in healthcare.
Our strategic alliance with ACT is a win-win for both organizations and for the industry as a whole. The government sponsored marketplace imposes significant demands on health plans, it is essential that plans select partners experienced in the complexities of Medicare Advantage and Managed Medicaid, ensuring accountability and operational compliance for the plan. The relationship with ACT delivers proven experience in the administration of these programs, allowing the plan to focus on their members and providers and the growth of their membership.
Jimmy Kolata
Chief Strategy Officer, RAM Technologies, IncReady to go beyond?
We’re ready to go above and beyond for the healthcare, wellness, and pharma industry.
Get in Touch