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CX Outsourcing for Differentiated Experience, Retention and Growth

When consumers are faced with healthcare issues, they seek support that quickly addresses their concerns. Whether it’s initial inquiries such as verifying coverage or more-involved interactions providing patient education on new medications or devices, high-quality CX is paramount for improved health outcomes and increased satisfaction. Download the one-pager to learn how to build an exceptional team that drives retention and growth for your company.

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We Help Healthcare Companies:

Addressing complex inquiries

Healthcare is complicated. Consumers often face complex journeys to understanding and fully utilizing their new product’s coverage and benefits. With experienced agents exclusively in North America, speaking native English or Spanish, RUI provides unparalleled support of the most complex and sensitive interactions with empathy and subject matter expertise.

Drive better health outcomes

Enable improved health outcomes with high-touch, empathetic, and data-driven service with each interaction that connects consumers to the resources they need.

Improve retention and growth

Customer experience is intrinsically related to retention and growth. Team with RUI to develop a best-in-class service offering to help you stand out in a competitive environment.

Our Proven Customer Outsourcing Solutions Help You Focus on Creating Success

At RUI, we help healthcare insurers, pharmaceutical companies and durable medical equipment manufacturers meet their customers’ needs at every touchpoint. Our team helps you build, scale, and optimize your processes with unmatched expertise and support.

  • Omnichannel support based exclusively in North America to address complex customer inquiries
  • AI-powered insights and automation to help your team gather actionable insights at every step
  • Rigorously trained, native English and Spanish speaking agents to facilitate frictionless, concise and personalized service
  • Long-term customer retention strategy to meet your organization’s unique and evolving challenges 

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Why Healthcare Companies Trust RUI for Best-in-Class Customer Experience

“Partnering with RUI has been transformative for our business. Their exceptional commitment to fostering personalized customer relationships has not only enhanced customer retention but also significantly boosted our overall customer satisfaction. Their team’s dedication to understanding and addressing our unique needs has proven invaluable.”

- Director of Contact Center Operations 

Results that Improve Your Customer's Experience and Increase Retention Rates

On average, our clients experience these results:

32%

NPS improvement

41%

reduction in ASA (Average Speed to Answer)

42%

average reduction in abandon rate

39%

increase quality scores

Best-In-Class BPO for Healthcare Companies

At RUI, we understand the importance of customer service and engagement in the healthcare industry. Since 1996, we’ve empowered teams just like yours with the best people, processes, and strategies designed to enhance tcustomer experience and drive growth. Through the decades, our clients have stayed with us, trusting our team to handle millions of customer interactions every month.

Over 25+ Years Experience

PCIS-DSS and SOC II Compliant

HIPAA Compliant

DOWNLOAD: A BETTER WAY TO OUTSOURCE CUSTOMER EXPERIENCE

Training, Technology, and Processes

Our US-based agents are experienced in the nuances of the US healthcare system, enabling them to provide the best care for your customers. Each customer service agent receives rigorous training and 1-on-1 attention so they understand your organization, processes, platforms, products, and values. In addition, we are compatible with 100+ support platforms and take pride in adapting to our client’s tech stack, no matter which platforms you use.

Training

At RUI, we have an extensive curriculum and learning management system, as well as a rigorous training program to help your agents reach their full potential. 

Technology

Our agents are trained in 100+ platforms, including the following tools and technologies:

  • InContact
  • Freshdesk
  • Zendesk
  • Slack
  • Kustomer
  • Facebook Messenger
  • Instagram
  • Salesforce
  • StellaConnect
  • RingCentral
  • + Your tech stack 

Processes & Strategies

  • Analytics & Insights
  • Automation & AI
  • Loyalty Programs & Strategy
  • Rules & Processes
  • Human-centered Design
  • Best Practice Adoption
  • Risk-based Controls 
LEARN MORE ABOUT AGENT SETUP AND TRAINING

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Ready to Increase Patient Satisfaction and Retention?