As the company was experiencing exponential growth, they faced increasing administrative burdens on healthcare professionals and the need for scalable solutions. Challenges in appointment scheduling, billing and data entry accuracy, and responsive customer support prompted them to seek a solution that could address these pain points while maintaining the highest standards of patient care which was not being achieved by the BPO they had at the time.

The company partnered with Horatio to optimize their outsourced operations and implement three separate teams each specialized with unique skill sets that allowed high quality and high accuracy levels required for the Healthcare space. Horatio hired a team with medical and insurance verifica- tion background which allowed their medical op- eration to scale and address most challenges they experienced due to their rapid growth.

These tasks included:

1. Appointment Scheduling: Efficiently managed patient appointments to reduce wait times.

2. Billing and Benefits Verification: Streamlined benefits verifications to ensure correct insurance coverage, allowing medical staff to prioritize health advice over billing compliance.

3. Customer Support: Established a responsive customer support that was linked to the patient's journey to ensure support throughout their medical experience.

4. Data Entry and Management: Streamlined data entry processes for up-to-date patient records.

The solution aimed to relieve them from non-core tasks, allowing their staff to concentrate on delivering high-quality and highly personalized patient care. Metrics such as response times, patient journey improvements, and overall patient satisfaction were carefully monitored throughout the implementation.