Patient-centric providers think outside the call center

Virtual healthcare customer service agents support great patient outcomes at every step in their journey.

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Drive patient adherence with agents who empathize.

In healthcare, engagement is paramount. Our experts act as an extension of our clients' brands by providing a warm, knowledgeable touchpoint with consumers and patients along each step of their journey. Whether the focus is tactical or very complex, we leverage best in class talent that is individualized for your brand to drive the best outcomes across the continuum of care.

For decades, the nation’s leading healthcare brands have trusted Liveops healthcare customer service agents with medication adherence, 1:1 ambassador support, medical reminders, enrollment support, welcome programs, product support, member acquisition and retention, and much, much more.

Healthcare sectors

Differentiate your brand. In a competitive environment cluttered with advertisements, supplement your engagement by being proactive and responsive with patients as well as physicians and other clinicians.

Treat your patients with patience and understanding. Liveops appeals to an agent profile with the soft skills and life experience to align with patient populations and understand the need for compassionate responses to sensitive medical questions.

Get ahead of the doctor's office. Be the first place patients turn by providing easy access to empathetic, knowledgeable healthcare customer service agents and low wait times.

Meet patients when they need you and wherever they are. Adapt and scale your care experience according to patients’ needs through omnichannel support options with built-in agent elasticity.

Keep up with new and existing patient needs. Our ability to quickly and effectively scale to meet your needs allows for responsive brand support and consistent engagement for planned and unplanned events that may occur.

Treat your patients with patience and understanding. Liveops appeals to an agent profile equipped to assist patients with all aspects of their care. Agent support with soft skills, technical aptitude and strong product knowledge assists your patients throughout their journey.

Establish your expertise. With a low barrier to speak to product experts, your brand can become the go-to resource for your patients. Our healthcare customer service agents use client customized eLearning courses and certification modules built to engage with your brand and significantly increase speed to proficiency.

Use call data and insights to optimize future brand strategies Liveops provides robust analytic tracking and reporting to our partners to ensure your depth of insight grows with a true partner.

Get ahead of the doctor's office. Be the first place patients turn as an affordable resource by providing compassionate, knowledgeable agents and low wait times.

Do more than just answer the call. Help patients with a variety of health-related questions such as coverage, drug administration, scheduling/transportation, care or assistance coverage, etc.

Treat your patients with patience and understanding. Liveops appeals to an agent profile with the soft skills and life experience to know how vulnerable their questions might be.

Meet patients when they need you and wherever they are. Adapt and scale your care experience to meet patients when and where they are through omnichannel support options with built-in agent elasticity.

Strength in numbers

Answered <:30

90%

During open enrollment, Liveops answered over 90% of calls in less than 30 seconds.

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Quality Assurance

98%

Liveops achieved a 98% Quality Assurance score for major pharmaceutical provider.

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Patient Engagement

106%

Liveops agents exceeded a leading pharmaceutical company's patient engagement goal.

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Massive scale with a seamless patient experience

Liveops’ nationwide network of experienced, specialized patient engagement talent provides patient-centered support across the continuum of care.

How do we do it?

INCREASED AGENT SPEED TO PROFICIENCY

Customized eLearning significantly improves speed to proficiency by 40% and ensures our agents are ready to support your patients.
Learn more about Liveops eLearning:

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COMPLIANT & SECURE HEALTHCARE SOLUTIONS

Our model is a multi-layered PCI DSS1 and HIPAA HITECH compliant solution offering an environment that is seamless, uncompromised and secure.
Learn more about Secure Workforce Ops:

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RELIABLE AGENTS WANT FLEXIBILITY

Each month, Liveops receives over 10,000 agent applications from across the nation. By sourcing for skill instead of location, we can find, attract, and retain a large and diverse workforce of patient care specialists.
Learn more about workforce trends:

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Think beyond the traditional call center.
Build a workforce of top agent talent.

It turns out, workforce trends and customer satisfaction are more connected than you might expect. Our always-growing agent workforce isn’t limited by office space, commute times or 40-hour work weeks. Instead it’s optimized for skills and experience.

What does top talent look like?

Liveops isn’t for entry-level. Our virtual flex model attracts agents with three times as many working years as an employee at a traditional call center.

Liveops flexworker
Traditional call center
15+
<5

How experienced are agents? (years)

Liveops is built for agents to last. While traditional call centers report high turnover, Liveops agents report high satisfaction and many choose to do business with Liveops for years if not decades.

Liveops flexworker
Traditional call center
5+
<1

How long do agents last? (years)

Healthcare contact center resources