Learn how a Silicon Valley based organization serving thousands of seniors in California optimized its member care by integrating technology and efficient processes, thereby enhancing community engagement and strengthening relationships with healthcare partners.
This organization, dedicated to improving the quality of life of older individuals, implemented an operating model centered on closeness, empathy, and efficiency. At Bis Contact Center & BPO, we actively participated in this transformation, leveraging our expertise in multichannel services, trained personnel, and advanced technological tools.
Key processes implemented
🔹 CONNECT FOR LIFE
A social engagement program that invites members to gather at community gatherings designed to combat isolation and prevent physical and emotional conditions. The activities are accompanied by professionals in social work and psychology who guide and motivate the participants.
🔹 PERSONALIZED HOME VISITS
They are held to welcome new members, explain health insurance benefits, and resolve questions about your care. These visits allow you to establish trust and ensure a comfortable and close experience at home.
🔹 RESPONSE TO THE COVID-19 CRISIS
During the pandemic, needs assessment campaigns, wellness checks, buddy calls and continuous contact were developed to provide emotional support, manage medications and monitor food needs.
🔹 TECHNOLOGICAL INTEGRATION
One of the pillars of success was the integration between its communications platform (Genesys PureCloud) and the internal information system, allowing secure and agile management of campaigns under high standards of medical data protection.
🔹 PROJECTS IN DEVELOPMENT
Currently, progress is being made in the creation of a multi-channel support center that will further improve personalized attention, guaranteeing accessibility, traceability and user satisfaction.
Through this comprehensive approach, the organization enhanced its relationships with partners in the health sector and positioned itself as a leader in intelligent, compassionate, and connected care for vulnerable populations.
At Bis, we support our clients with solutions that combine empathy, technology and strategy. If your organization also wants to transform the user experience, let’s talk.
