Healthcare

Everything you need to deliver empathetic experiences, all in one place

Every customer, every journey, every interaction

Healthcare interactions can be frustrating. Technical jargon, confusing websites, and poorly trained support agents can result in dismal customer satisfaction, disengagement, lower levels of treatment compliance, and ultimately, poor health outcomes.

Whether you are a healthcare Payer or Provider, our customer experience management (CXM) solutions improve information exchange and elevate member/patient outcomes by blending digital technologies with human capabilities.

On one hand, our omnichannel engagement and analytics platforms personalize engagement and improve the customer experience across channels. On the other, our trained healthcare advocates provide personalized support centered around the member/patient health journey, where needed. Combined, the two levers increase customer satisfaction at every touch point and maximize lifetime value (LTV).

Download the Healthcare brochure.

Our people-centric approach delivers results that matter

Lower costs and better health outcomes for patients

Tighter cost and risk management for Payers

Higher patient satisfaction and care efficiencies for Providers

Unleash your plan’s Star power

For Medicare Advantage (MA) plans, achieving and sustaining high Star Ratings is paramount for optimizing member outcomes and financial performance.

Lean into our digitally driven member engagement strategies to drive operational excellence and elevate the member experience. By blending omnichannel communication with personalized approaches, we empower MA plans to enhance member satisfaction, drive positive health outcomes, and ultimately achieve sustainable growth

Our Capabilities

Revenue Acceleration

Cost Optimization

Mail Order Pharmacy Support
Claim Status
Claim Inquiry
Prescription Refill
Scheduling & Appointment Verification
Member Transfer Rate Reduction

Enhanced Experience

We know healthcare customer experience

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Healthcare expertise

30M+ customer engagements in 2022

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Healthcare delivery centers

10 years average healthcare partnership tenure

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AI, Automation, Analytics + the human touch

3500 steady state agents

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6000+ flex agents for rapid ramp up

108% growth in partnership value since 2018

2024 Stevie Awards for Technology Excellence

Bronze Stevie for Technical Innovation of the Year – Healthcare Technology ResultsCX has received a Bronze Stevie for its groundbreaking Agent AI solution, which empowers healthcare teams to deliver exceptional customer experiences

2024 Stevie Awards for Great Employers

Gold Stevie for Recruitment or Talent Acquisition Team of the Year ResultsCX is honored to receive a Gold Stevie in recognition for its US Talent Acquisition Team’s innovative and efficient AI-powered recruitment approach.

2024 Stevie Awards for Great Employers

Bronze Stevie for Achievement in Flexible and Hybrid Work Models ResultsCX has been awarded a Bronze Stevie for its commitment to fostering a supportive and inspiring work environment where employees thrive as the company grows.

2023 Excellence in Customer Service Award

ResultsCX honored for its compassion-first approach and empowering its advocates to establish real connections with health plan members, optimizing healthcare journeys and driving better outcomes

Silver Stevie & Bronze Stevie Award for Sales and Customer Service

2023 Sales & Customer Service Stevie Awards Winner

ResultsCX recognized with Stevie Awards in two healthcare categories – Best Health Plan Customer Engagement and Achievement in Health Plan Customer Experience

ResultsCX honored for its compassion-first approach and empowering its advocates to establish real connections with health plan members, optimizing healthcare journeys and driving better outcomes

#ResultsMatter

Strategic CX partner for healthcare payers

Named America’s Best Customer Service in healthcare by Newsweek – for two consecutive years

Accelerating sales for $1.8B health plan

Outperformed all AEP sales channels – four years in a row

Advancing CSAT for a Top 5 health insurer

Highest NPS scores for 2021 across six outsourcing partners and internal CX team

Growing alongside nation’s second largest Payer

108% growth in partnership value since 2018

Make social media your CX superpower

Reimagine Customer Experience on Social Media

Our services

How we do it

For over 20 years, we have helped leading healthcare brands go beyond driving operational excellence. Our solutions take a digital-first, people-centered approach across the member/patient journey, minimizing friction while maximizing care and financial outcomes.

Increased customer lifetime value

Advanced analytics to better understand member/patient needs, prioritize, and personalize engagement across their journey.
Multiple platforms – email, chat, app, website, social media, and voice – so members/patients can engage when and where convenient to them.

Improved agent performance

Fit-for-purpose agents through automated proficiency testing and AI-driven candidate concierge.
Next-gen training for ongoing market level learning, development, and cultural sensitivity.
Real time dashboards, AI-driven knowledgebase, guided-workflows, and real time service alerts.
Programs and interventions to ensure advocate health and wellness.

Elevated experiences

Key insights to deliver focused, intelligent, and desired experiences.
Curated experiences based on customer profile and preferences.
Ability to identify bottlenecks and preempt potential disruptions in service across the lifecycle.

Do more with our next-gen services

Design the best plan for your members leveraging SDOH data
Create a one-stop shop for enrollment
Enable single-click plan renewals
Digitize member journey for convenience and better care outcomes
Enable dynamic training and real time guidance for advocates
Utilize SDOH data to identify at risk customers

ResultsCX healthcare advantage

Unparalleled healthcare expertise

We understand the intricacies of healthcare – we’ve been building secure, compliant CX solutions for healthcare partners since 2005.

Quality of care assurance

Delivering personalized, empathetic, and proactive support to your members and patients is our top priority.

Human touch augmented by digital solutions

We integrate AI, Automation, and analytics with the human touch to deliver operational cost savings and build customer loyalty.

Industry leading capabilities

Technology & contact center excellence

Innovative, consistent, and repeatable core best practices across all aspects of customer support

Proven track record

#1 in buyer satisfaction, proactiveness, and ease of doing business in Everest Group’s Customer Experience Management Matrix 2022

Outstanding security and compliance

Top of peer group security ranking, HIPAA HITRUST Certification, PCI-DSS, FFIEC, SOC I, SOC II, GLBA

AI-based knowledge management

Optimized member and patient journeys and a seamless experience

Advanced analytics

Data-driven operations, multi-channel efficiencies, and cross-sell and upsell to grow customer lifetime value

Workforce readiness

Stellar seasonal ramp record, AI-enhanced onboarding, proven agent incentive structures, and prescriptive sales coaching

Meet our experts

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Vice President, Partner Solutions

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Vice President, Client Solutions

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Vice President, Client Solutions

Awards & recognition

We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX