As US labor costs continue to rise at alarming rates, healthcare CFOs are looking for opportunities to reduce both clinical and non-clinical costs while improving performance, market share and a better patient experience. Unfortunately, achieving all three in today’s post-Covid world is more difficult than ever. And with healthcare worker burnout added to the mix, providers are having to deal with higher attrition rates not seen in years prior.

In listening to today’s workforce, we’re finding that salary, benefits and remote work options are becoming non-negotiables. Employers are having to re-evaluate their budget needs and expectations. Job-seekers have more options that before and are more willing to decline a job offer until the right offer comes along. And leadership is surely facing scrutiny for not doing enough.

Rocket Healthcare BPO is not alone in this dilemma. Since the onset of Covid, we’ve had to double our recruitment staff, re-design our workspaces, implement remote workforce capabilities, recertify our network security certifications, just to name a few. We basically went from being a seasoned BPO leader to start-up status in a matter of weeks. We are all living a new reality.

If Covid has setback your operational goals or disrupted your budget plans, maybe now is the time to consider complementing your current workforce with a BPO partner. Since we’re all going through the same employee pains, why not outsource your WFM (workforce management) to the experts? Maybe trying an alternative to the status quo and staying out of target range may be just want you need.

Most of our clients seek our services to achieve two things; higher profit margins and higher performance, besides workforce management.

How can we make you more profitable?

• By reducing your labor costs up to 50%, giving you more revenue to invest in your business.
• You can reduce or eliminate your real estate costs with a remote workforce.
• As an outsource partner, you can push them to do more than your internal staff without HR repercussions.
• You can have them work off-hours and weekends that your internal staff may not be able to handle.

How do we achieve higher performance?

• We measure agent performance by the hour and provide them with real-time feedback.
• We apply a consultative approach to your workflow(s) and in many cases re-engineer processes that can achieve higher results.
• Our agents are bonused for delivering higher than expected performance.
• Agents receive continuous training updates to help them exceed expectations.
• We will never accept being average.

How easy is it to onboard your workflow processes with us?

• We connect with ONE liaison on your side to understand the workflow assigned.
• We schedule virtual training sessions with your liaison and record each session for training purposes.
• We write all SOPs, phone scripts, Visio flowcharts and any other material needed as part of the account training library.
• Our QA staff will learn the material (train the trainer) and conduct the training.
• Our agents are trained to your level of satisfaction and we send you their results daily.
• Agents are placed in nesting before they are released to live status.
• We take care of all training needs so that your staff can focus on their work.

How easy is it to move your recruitment and retention needs with us?

• All we ask from you are job descriptions for each particular staffing need.
• We source the agents based on your specific profile needs.
• Our HR staff will recruit candidates that are a 100% match to your profile needs.
• You can leave the final selection to us or schedule virtual interviews with the selected candidates.
• We track and measure all agent performance KPI’s and share with you whenever you need them.
• Bottom performers are quickly identified and placed on short WIP (Work Improvement Plans) and quickly repurposed if they don’t improve.

Starting a project with Rocket Call Center is as easy as signing the contract. We take care of all implementation and go-love needs without laboring your staff and consuming your workday. All we ask is that you give us one hour each week to share our results and help us strategize on how to take your company to the next level.

For more information, visit us at Rocket.com. We look forward to hearing from you soon!