Case Study
From outbound trials to full customer service for a growing wellness program.
Advocate Health Care’s Healthy Living wellness incentive program outgrew its in-house support as it expanded. Lighthouse Enterprises ran the outbound enrollment campaigns, then coaching calls, and now provides the program’s customer service: screening coordination, completion verification, reminders, technical troubleshooting and surcharge inquiries. More than a decade on, we remain dedicated partners.
At a glance
- Client
- Advocate Health Care
A leading healthcare system. Its Healthy Living wellness incentive program serves employees and their covered spouses in Illinois, with a $600 incentive for completing screenings, questionnaires and follow-up programs. - Services Lighthouse provides
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- Outbound enrollment and information campaigns
- Coaching calls
- Screening coordination and completion verification
- Navigation, reminder and technical troubleshooting support
- Tobacco surcharge inquiries
- Systems and processes
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- Advocate’s own call-handling procedures
- CORE 2.0 integrated for verification and data tracking
- Amazon Connect (AWS) for cloud-based support
- Program facts
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- A Lighthouse partnership of more than a decade
- Program launched with 50,000 participants in Illinois
- Expanded into new markets such as Wisconsin
- Additional Advocate contracts, including Advocate at Home
Program reach
A wellness program that kept growing
Lighthouse support followed Healthy Living as it scaled beyond its Illinois launch, while Advocate kept the program within budget.
50,000
Participants at launch
The Healthy Living program’s starting population in Illinois
Illinois to Wisconsin
Support followed the program into new markets
Lighthouse scaled with each regional launch
Within budget
Program costs kept in check
As participation and markets expanded
01 The challenge
Rapid expansion outpaced in-house capacity
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.
When Advocate launched Healthy Living in Illinois, it began with 50,000 participants. Rapid expansion soon outpaced the program’s in-house support capacity. Advocate needed an experienced contact center partner to provide reliable customer service and keep execution smooth as the program grew.
02 Our approach
Successful trials led to expanded customer service
Lighthouse was first brought in to run trial outbound calling campaigns that informed employees about the new program and helped them enroll, tracking responses in detail. After that trial succeeded, we added coaching calls. That trial also proved effective, leading to a full customer service contract.
- Screening coordination and verificationCoordinating participants’ screenings and verifying program completion
- Navigation and remindersHelping participants move through program requirements on time
- Technical troubleshootingResolving access and platform issues
- Surcharge inquiriesAnswering questions about the tobacco surcharge
Seamless integration with Advocate’s processes and technology
Through white-glove service, Lighthouse works within client systems and processes. With Advocate, our agents adopted its call-handling procedures and we integrated CORE 2.0 and other components of its processes into our operations for effortless verification and data tracking.
Cloud-based support with Amazon Connect
Every new call is an opportunity to guide someone toward better health. With the transition to Amazon Connect on AWS, Lighthouse delivers seamless, personalized support with more room to innovate.
03 Results
The outcome of a successful partnership
Lighthouse’s expertise enabled Advocate to remain within budget and expand into new markets such as Wisconsin. The partnership has also generated new contracts for other internal Advocate projects, such as Advocate at Home, and facilitated referrals to other healthcare organizations.
- Business growthThe program was extended to additional companies
- Brand trustLighthouse built trust within Advocate’s workforce
- Technology integrationAdvocate’s software systems were integrated into our operations
Lighthouse’s work laid the groundwork for expanded programs. Our healthcare contact center expertise continues to help Advocate stay within budget while delivering a high-quality participant experience, and more than a decade later we remain dedicated partners.
What made it work
Groundwork for expanded programs
A partnership that began as a short outbound trial became the support backbone for a multi-state wellness program. Three habits carried it there.
- Prove it in stages. Each new responsibility, from outbound calls to coaching to full customer service, was earned on the results of the previous trial.
- Work inside the client’s systems. Agents followed Advocate’s call-handling procedures and used its CORE 2.0 platform rather than asking Advocate to adapt to ours.
- Scale with the program, not ahead of it. Staffing and technology grew as participation grew, and Advocate stayed within budget.
Partnership timeline
From a short trial to a long-term partner
Every stage was earned on the results of the one before it.
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Trial
Outbound enrollment campaigns
Lighthouse calls employees to explain Healthy Living and help them enroll, tracking every response.
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Trial
Coaching calls added
After the outbound trial succeeds, Lighthouse takes on participant coaching calls.
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Contract
Full customer service
Screening coordination, completion verification, reminders, technical troubleshooting and surcharge questions.
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Expansion
Beyond Healthy Living
New contracts for other Advocate projects, including Advocate at Home, and referrals to other healthcare organizations.
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Latest
Cloud-based support
The program moves onto Amazon Connect on AWS for more seamless, personalized service.
Your operation
Running a member or employee program that is outgrowing its support team?
Tell us about your enrollment, outreach and customer service volumes. We will walk through how the Advocate program was staffed and integrated, and whether the same model fits yours.