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Partnership announcement! Explore the future of customer-centric innovation with Netomi AI in our latest press release.

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Digitally enabled member, provider and patient support

Trust us to enhance your patient support journey with seamlessly integrated AI-powered digital services. Our advanced technology efficiently handles patient inquiries and case management, allowing you to focus on delivering superior healthcare experiences. We are committed to providing unparalleled support in the ever-evolving landscape of healthcare services.

 

Our solution.

Patient experience remains a top priority, whether you’re in the healthcare insurance sector, pharmaceutical manufacturing, or directly involved in patient care. Patient experience holds utmost importance in healthcare across all facets. We grasp the significance of approaching patients with empathy and compassion, ensuring they access care securely, timely and privately. This commitment enables you to continue in your innovation efforts, always striving to provide the best for your patients.

 

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Analytics

We’re dedicated to understanding patient behavior and needs through analytics. These insights guide our planning, development, and improvement efforts, ensuring we continuously enhance the patient experience.

Omnichannel Support

We provide care across various channels – voice, mail, chat – always focused on improving customer experiences. Our approach prioritizes security and innovation, ensuring patients receive the support they need through their preferred communication channels.

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Compliance

Our expertise in healthcare regulations and policies enables us to prevent fraud and provide unparalleled customer experience. We ensure compliance while delivering exceptional service, making your brand the top choice for patients.

Working with some of the most awesome brands in Healthcare.

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Prioritizing wellness, continuous learning and career growth for our agents

At the core of our approach is the well-being of our agents. We prioritize wellness, continuous learning, and career growth to ensure a thriving workforce capable of delivering exceptional service. In the ever-evolving healthcare landscape, continuous learning is essential for both staff and patients to navigate effectively.

At Awesome CX, we recognize that the agent experience directly impacts the quality of service provided to our customers. We have developed a comprehensive wellness framework designed to prioritize the mental and emotional wellbeing of our agents, prevent burnout, and foster a supportive work environment. In the case of triggering events or particularly stressful situations, we prioritize mental health support for our agents. Our framework includes access to counseling services, mental health resources, and confidential support networks to help agents navigate difficult experiences.

Unlocking AI-Powered Solutions for Healthcare Excellence

We specialize in AI-powered digital services tailored for the healthcare industry, offering omnichannel experiences for patients across traditional and digital contact channels. Our solutions emphasize automation, enhancing operational efficiencies and patient engagement. Our cutting-edge AI technology integrates seamlessly with existing systems, meeting the demands and service expectations of modern healthcare.

 

Enhancing Patient Experience

In healthcare, Gen AI revolutionizes patient support by streamlining tasks such as appointment scheduling, prescription refills, and compliance monitoring. Automation ensures precision and speed, improving patient satisfaction and loyalty. Analytics provide actionable insights, driving continual enhancement in healthcare services.

Trina Ranin, SVP of Operations

“As a leader in our healthcare business, our commitment and passion for serving the industry are unwavering. We understand the profound impact of exceptional customer experience on patient care and outcomes. Our dedication to delivering outstanding service stems from a deep-rooted belief in the importance of compassion, innovation, and excellence in every interaction. We are proud to stand at the forefront of healthcare CX, driven by our mission to empower providers and improve patient lives.”

Case studies

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Supporting Happier Living in their mission to help people live happier, longer lives.

In the dynamic landscape of healthcare support, where every interaction matters, our dedication to patients, providers, and payers stands firm as a guiding principle. Our partnership with Happier Living began in March 2020, since then we’ve been on a mission to provide exceptional patient support to help people have happier lives, for a long time. Throughout every interaction in our partnership we focus on prioritizing empathy and compassion, ensuring everyone has access to wellbeing support securely, timely and privately.

We’ve grown from a small team to over 100 dedicated individuals supporting over 10 lines of business, ensuring seamless operations and exceptional service delivery.

Within our client support team, specialized units work tirelessly to address specific needs:

  • The New Business Team guides potential and new patients through Telehealth services and options.
  • Our Scheduling Team manages appointments with efficiency and flexibility.
  • The Payment Team ensures smooth financial transactions and handles billing inquiries and disputes.

In our back-office environment, specialized teams handle essential tasks with precision and care:

  • The Medication Refill Team prioritizes patient well-being by addressing all medication refill-related inquiries.
  • The Calendar Integrity Team manages provider schedules to ensure seamless bookings for patients.
  • Our Internal Team supports clinicians with various requests, facilitating efficient patient scheduling and availability management.

Additionally, our Onboarding Team welcomes and trains new clinicians, equipping them with the tools and knowledge they need to thrive. The Credentialing Team streamlines administrative processes for clinicians, while the Claims Team advocates for clients throughout the insurance submission process.

The Check-in Team ensures smooth appointment check-ins, and the Insurance Verification Team provides peace of mind by verifying insurance coverage. Finally, our Documentation Team serves as a vital liaison between patients and clinicians, fulfilling all paperwork requests with precision and care.

Looking ahead, we’re poised for further growth, with plans to establish an online portal team dedicated to technical troubleshooting, enhancing our support capabilities even further.

In every role, in every task, our commitment to excellence shines through, as we work hand in hand with Happier Living to make a positive impact on the healthcare industry and the lives of those we serve.

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Streamlining Appointment-Setting Operations: A Success Story in Optical Retail

Who?

A leader in the optical retail industry, known for its unwavering commitment to excellence and customer satisfaction.

How did we help?

In August 2022, Awesome CX partnered with this leading optical retail organization to redefine appointment-setting practices, aligning with its mission to provide exceptional vision care to all.

With a modest team of 12 appointment-setting advisors, the pilot program embarked on its journey, overseeing appointments for 30 stores across the eastern and central time zones. Over the subsequent months, the team focused on establishing standardized call protocols, empowering advisors, and gaining profound insights into the intricacies of the business landscape.

Driven by a relentless pursuit of operational excellence, the program swiftly expanded its reach in response to promising performance metrics. Today, it proudly oversees appointment-setting operations for a remarkable 208 stores, spanning all four time zones. Furthermore, recognizing the importance of inclusivity, the program extended its services to cater to Spanish-speaking customers, operating from a dedicated office in Bogota, Colombia.

The results? Eye opening to say the least!

96.5% CSAT

Increased booking rates by 18% and show rates by 5% compared to store results

93% service levels

The program now sets its sights on ambitious goals aligned with the organization’s overarching objectives. With a steadfast commitment to cost reduction, customer-centricity, and service optimization, the program aims to maintain a robust 45% book rate while further elevating show rates.

Looking ahead, the program outlines a strategic roadmap for continued expansion and enhancement. Plans are underway to scale operations to cover an extensive network of 900 stores, ensuring that every patient receives the highest standard of care and attention. Additionally, a comprehensive CX advisory initiative is slated to bridge the appointment-setting program with in-house operations, fostering seamless integration and synergy.

In conclusion, the appointment-setting program stands as a testament to our brand partner’s unwavering dedication to excellence and innovation. With each milestone achieved and every goal surpassed, it continues to drive its ultimate goal of positive change and shaping the future of vision care.