Flatworld Provided Patient Onboarding Services to a US-based Pill Provider

Case Study on Patient Onboarding Services to a US-based Pill Provider

The Customer

The client is one of the leading birth control pill providers based in the United States of America. The company's main mission is to ensure that every individual gets access to high quality and affordable healthcare services when it comes to birth control.

The Client's Requirement

The client was looking for a reliable and cost-effective patient onboarding service provider who could help them with patient onboarding for their birth control products. They were looking for help right from the sign-up process right up to the detailed verification of all the patients.

Project Challenges

Our team at Flatworld Solutions had to face a few challenges while executing the project for the client. Some of the major challenges we faced were:

  1. The client was facing great inconsistency while sending SMSs to their client about their services as they didn't have any set template for the same.
  2. Since there were no set standard operating procedures for the processes, we faced difficulty while training the new agents for the project.

FWS' Solution

Considering the client's requirements and challenges faced by our team, our team devised a systematic and streamlined project plan for the client. We started by creating a streamlined SOP for the patient onboarding process. We helped the client to validate all the relevant information of the patient such as phone numbers, PHI details, payment methods, etc.

We even suggested the client create 'hotkeys' to send SMSs to their clients. This helped the client to save a lot of time in creating new SMS texts every time. Now, we have over 100 SMSs formats that can be easily used to send messages to the client.

The Result

The customer was highly impressed to see the results of the patient onboarding project. They were able to scale up their individual production by 10%. The client was not delighted to see the quality results from our team but also the affordable services provided by us to them.

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