A revenue cycle management company providing medical billing, practice management and patient call center services to more than 5,000 providers nationwide.
Overview
When a revenue cycle management company started to notice high turnover rates in its two busy stateside patient call centers, leadership knew they needed to pivot. The problem was this: Two larger healthcare employers located nearby were luring qualified agents to their companies using higher salaries, better benefits, and the ability to work from home permanently.
“We were not getting the right caliber candidates, and sometimes people would accept the position and then not show up,” said the hiring manager. “This was starting to affect our handle times, first call resolutions, abandon rates, and quality scores.”