With the global healthcare market expected to reach $932.74 billion in 2026 (Research and Markets), healthcare enterprises are looking to grow their market share with significant focus on customer care. To do so, healthcare enterprises will have to overcome four waves of challenges.
1. Support Increased Enrollment
It is estimated that by 2027, 90M lives will be in value-based care models (up 47M from 2022), while Medicare Advantage enrollment will grow 5% annually, and duals population enrolled in managed care will see closer to 9% annual growth. (McKinsey). As healthcare programs expand, organizations must manage a larger and more diverse customer base. This requires investments in technology, scalable solutions, and innovative care models that can adapt to changing demands, ensuring that every customer receives high-quality care.
2. Strengthen Digital Communication Channels
Patients and providers today expect seamless, real-time interactions through various digital platforms. Healthcare organizations must adopt advanced technologies to facilitate these interactions, ensuring timely and personalized communication. At a time when 90% of Americans are using social media for health information (Healthgrades), effective digital communication not only improves patient engagement but also streamlines administrative processes, making healthcare services more efficient and accessible.
3. Deliver Personalized Experiences
Patients expect a holistic approach to their healthcare, where their needs and preferences are understood and addressed. In fact, 76% of consumers find a lack of personalized messaging frustrating (McKinsey). Even more important is the need for well explained responses to complex inquiries tied to treatment plans, medications, technology, and so much more. Providing consistent and personalized care across all touchpoints is essential for fostering trust and loyalty.
4. Address Attrition and Talent Shortages
The demand for healthcare professionals and knowledgeable support resources often exceeds supply, leading to staffing gaps that can affect the quality of care. High turnover rates and burnout among healthcare workers further exacerbate this issue. Addressing these staffing shortages is of critical importance, as they may raise the risk of patient mortality by 4% to 6% (Wolters Kluwer).
Arise Eases Customer Care Waves Across the Healthcare Industry
Arise offers comprehensive solutions to help healthcare organizations smooth these challenges.
Flexible Support on Demand
By providing a flexible, on-demand workforce, the Arise® Platform enables payors and providers the ability to scale their operations and manage increased enrollment effectively. The platform’s Starmatic® Scheduling System, allows agents to schedule in 30-minute blocks, providing an unprecedented 200% intraday and 600% seasonal flex. This adaptability ensures high-quality care is maintained without overburdening existing staff.
Voice and Digital Channel Support
Arise integrates digital platforms, social media, mobile apps, virtual assistants, and instant messaging into its customer service solutions. By expanding these channels, Arise helps companies offer timely, efficient, and personalized support, improving responsiveness, customer engagement, and satisfaction.
The Best in Personalized Care
The Arise® Platform leverages highly secure technologies and best-in-class data management systems to store and analyze comprehensive customer information. Proactive customer service, sentiment analysis, and AI toolsets, help to tailor interactions effectively and transform customer care.
Experienced Resources
At an average of 38 years of age, global agents on the Arise® Platform have a wealth of experience in providing support to and for payers, providers, pharmacies, and medical device organizations. With resources on the Arise® Platform healthcare organizations can fill gaps quickly, ensuring uninterrupted and high-quality customer care.
