Streamlined Support For New Patient Registration And Technical Assistance
Challenge
Scope of service for telehealth provider: New patient registration, process
requests for consultations with physicians, assist patients with login/password
resets, troubleshoot profile and mobile app, client/patient callbacks.
Client needed high quality support for registration of new members applying
for complex telehealth services by phone where personal and sensitive
information is shared.
Solution
Sourced Service Partners with specialized expertise.
Compressed curriculum identified and executed a robust certification
program that focused on rapid-fire problem solving.
Created post-certification “Super Support” plan to close knowledge
gaps, deliver near real-time feedback to new Service Partners, and
incent speedier proficiency for AHT.