The healthcare industry’s open enrollment period has traditionally been a staffing challenge, requiring BPOs to scale labor-intensive support to handle complex inquiries, plan transitions, and policy clarifications.
With new digital solutions, the equation is changing.
✅ AI-powered digital agents are absorbing first-touch inquiries, reducing call volumes, and increasing operational efficiency.
✅ Self-service and omnichannel CX are redefining consumer expectations — patients want real-time, accurate responses across chat, voice, and web-based interactions.
✅ Strategic BPO partnerships now focus on expertise, retention, and plan optimization, not just staffing. The best BPOs guide consumers toward the right plans while integrating seamless tech solutions to improve engagement and satisfaction.
Getting the labor to handle more calls is a baseline requirement. It’s not going to give any provider a competitive advantage. For that, you need BPO partners with industry experience and powerful technology.
You still need the people in place to handle more calls, but you want them handling those calls efficiently and more accurately than the competition — with the right mix of AI-powered efficiency and human expertise.