Telehealth Platform Cuts Resolution Time 35% with 24/7 Support

The Client

Our client is a leading personalized health platform that connects the disconnected, bringing health, well-being, and navigation solutions together. With over 7,500 customers and 25 million members, it helps employers, health systems, and brokers simplify health management and create a unified experience that drives people to meaningfully engage with their health.

The Helpware Environment

We embarked on this project in 2023, providing the client with member services and engagement support, as well as 24/7 telehealth support via the CirrusMD virtual care platform. As of today, 52 FTEs support the engagement, handling operations across the U.S. and the Philippines.

The Challenge: Operational Friction That Blocks Access to Care

When it comes to virtual care platforms, the biggest failures come not from clinical deficiencies, but rather from operational friction that disrupts access to care when members need it most. As the platform’s adoption increased, our client faced four critical challenges:

• Urgent requests. When members need urgent help, they don’t tolerate delays. Even minor issues (login failures, confusion about eligibility, difficulty navigating the platform, etc.) resulted in members abandoning care.
• Ecosystem navigation complexity. Members had a hard time understanding the difference between different programs in the client’s benefits ecosystem. There was no unified support that could resolve their issues without bouncing them between teams.
• Triage and escalation issues. Member requests had to move quickly from general Member Services to specialized Telehealth Support. Escalating these requests without losing context was challenging, which slowed resolution and frustrated members.
• Strict performance and governance standards. Fast response times directly impact care utilization and outcomes. Support teams had to move quickly and empathetically while still meeting strict compliance, documentation, and quality standards.

To overcome these challenges, the client needed an operational partner that could deliver responsive, empathetic support that builds member confidence while maintaining governance integrity.

The Solution: Purpose-Built Telehealth Support Infrastructure

Helpware built a dedicated support model that treated telehealth not as a standard contact center function, but as a time-critical access point to care. We focused on speed, clarity, smart escalation, global coverage with consistent quality, and continuous performance monitoring, so members could get the help they need without friction.

• Fast support for urgent needs. We routed urgent requests through CirrusMD into a priority lane. We followed “fast-fix” protocols to resolve the most common issues that blocked access to care (login issues, appointment confusion, eligibility questions, etc.).
• Clarity in communication. We redesigned member communications, focusing on clarity. Our agents swapped medical jargon for plain language and created step-by-step guides to resolve issues faster, build trust, and boost first-contact resolution.
• Smart escalation. We established clear escalation paths to internal teams and clinical resources, ensuring each handoff preserved full context so members didn’t have to repeat themselves. This approach also gave all teams full visibility into each issue.
• 24/7 global support, consistent quality. We provided 24/7 coverage with Philippines-based teams handling frontline support and U.S. agents managing complex cases. They worked under shared quality standards and a knowledge base to ensure consistency.
• Performance monitoring. We ran weekly operational reviews to track contact drivers, repeatable issues, resolution times, and escalation trends. We used those insights to continuously improve processes and ensure every member’s needs were satisfied.

The Results

Our work delivered tangible improvements across support, member experience, and operational reliability.

Support Efficiency

• 20–35% faster time-to-resolution for telehealth access issues
• 30–50% fewer internal handoffs thanks to improved triage
• 15–25% drop in repeat contacts after improving clarity and issue resolution

Member Experience

• Telehealth CSAT improved by 0.3–0.6 points
• Significant reduction in care abandonment
• Increased member trust

Operational Reliability

• 24/7 telehealth support across the U.S. and the Philippines time zones
• Fewer escalation mistakes and better documentation quality
• Consistent adherence to clinical protocols and regulatory compliance requirements