Background
A leading healthcare service partner responsible for managing provider and
member calls across multiple states underwent a strategic realignment. As part
of this shift, support services for the Texas region, previously handling over
8000 calls per month, were discontinued. This created a critical need for
uninterrupted coverage and service continuity.
The Challenge
- Sudden discontinuation of support for approximately 8000 monthly calls from Texas
- Wait times exceeding 30 minutes due to volume surge and
limited staffing
- Immediate need to onboard and train staff to support a new
entity
- Ensuring seamless transition without impacting provider or
member experience
Our Approach
To maintain continuity, a new servicing entity was activated to absorb the
Texas call volume. Key actions included:
- Onboarding and training two dedicated advisors to support the transition
- Redirecting all Texas calls through RingCentral to the new
team
- Identifying overflow to voicemail and expanding staff by one
additional advisor
- Reducing average wait times from 30 minutes to 11 minutes
- Deploying a full call redirection model to eliminate service
gaps
Results
- Stabilized call operations for the Texas region under the
new entity
- Cut wait times by over 60 percent through targeted resource
allocation
- Reduced missed calls and voicemail overflow by increasing
team capacity
- Delivered consistent support to providers and members during
the transition
Looking Ahead
- Mnitor weekly call volumes to forecast staffing needs in real time
- Cross-train resources to enable operational flexibility
during transitions
- Assess viability of this model for future regional rollouts
Key Takeaways
- Proactive staffing and rapid onboarding are critical during support transitions
- Real time monitoring allows timely action to maintain
performance standards
- Strategic workarounds can ensure service continuity even in complex handoffs
