Case Study 6: Health Insurance Provider Enhances Member Support with 24/7 CallCenter

Client: National Health Insurance Company

Challenge: The insurer needed round-the-clock support for policyholders but found it expensive to staff an in-house call center 24/7.

BPO Solution: Virtue Core Global provided a trained team of customer service representatives to handle inquiries, claims assistance, and policy explanations.

Results:

✅ 24/7 policyholder support, improving customer satisfaction.

✅ 30% reduction in call wait times and faster issue resolution.

✅ 45% cost savings compared to maintaining an in-house call center.

Conclusion

Medical organizations and insurance companies can achieve significant cost savings, improved efficiency, and better patient/member experiences by outsourcing key functions like:

• Insurance verification & claims processing

• Revenue cycle management & medical billing

• Patient scheduling & follow-ups

• Financial management & payroll processing

• 24/7 customer service for policyholders