Case Study: Advocate Health Care
Advocate Health Care was overseeing a pilot wellness incentive program aimed at a limited number of participating employees. When the organization decided to expand the program, an ongoing contact center partnership with Lighthouse Enterprises provided it with the solutions to achieve its goal.
Details
Industry: Healthcare | Service: Contact Center | Call Volume: 400+ Calls/Agent/Day
Helping Advocate
Scale Its Wellness Program
Advocate Health Care, a leading healthcare system, offers a wellness incentive program called Healthy Living to employees and their covered spouses in Illinois. Participants who complete the program’s requirements receive a $600 incentive, encouraging healthy habits through screenings, questionnaires, and follow-up programs.
Challenges
Rapid Expansion Outpaced In-House Capacity
When Advocate Health Care launched its Healthy Living Program in Illinois, it began with 50,000 participants. However, rapid expansion soon outpaced the program’s in-house support capacity. They needed an experienced contact center partner to provide reliable customer service and ensure a continuously smooth execution to help it grow.
Solutions
Successful Trials Lead to Expanded Customer Service
In 2011, Lighthouse Enterprises was hired to collaborate with Advocate through trial outbound calling campaigns to inform employees of the new program and to help them enroll. We were handling up to 400 calls per agent per day while also tracking their responses in detail.
Following the success of our initial outbound calling trial, we expanded our responsibilities to include coaching calls. This trial also proved effective, leading to a full customer service contract. Our role now included screenings, sign-up verification, navigational and reminder assistance, technical troubleshooting, and addressing inquiries about the tobacco surcharge.
Seamless Integration with Processes & Technology
Through white-glove service, Lighthouse integrates with any client system. With Advocate, our agents seamlessly adopted their call handling procedures. We integrated CORE 2.0 and other components of their processes into our operations to ensure effortless verification and data tracking.
Every new call is an opportunity to guide someone toward better health. With our transition to advanced technologies like Amazon Connect for AWS, we’re committed to delivering seamless, personalized support. This upgrade translates to increased innovation and more lives positively affected.
Results
The Outcome of a Successful Partnership
Our expertise enabled Advocate to remain within budget, increase program participation by 50% over time, and expand into new markets such as Wisconsin. This effective partnership has also generated new contracts for other internal Advocate projects such as “Advocate at Home”, and facilitated referrals to other healthcare organizations.
Building on this continued growth, we are optimistic about the future of our work with Advocate. We are currently exploring opportunities to extend the Healthy Living Program’s reach into new territories like the Southeast and North Carolina, which will lead to increased call volume and new business for Advocate.
How Lighthouse Laid the Groundwork for Expanded Programs
Lighthouse’s actions laid the groundwork for expanded programs. Our expertise in healthcare contact center services continues to help the organization stay within budget while delivering a high-quality participant experience. Fourteen years later, we remain dedicated partners.
Fact
1
Program Expansion
The participant base has since grown by over 50%
Fact
2
Business Growth
The program was sold to additional companies
Fact
3
Brand Trust
We built trust within the client’s workforce
Fact
4
Technology Integration
We successfully integrated the client’s software system
Case Study Infographic
View the Advocate Health Care Case Study Infographic on Lighthouse Enterprises’ white-glove call center services for a major healthcare organization.
