Sitel Group and SYKES are now Foundever
Enhance patient and member healthcare experiences
Deliver excellence in support and service with our integrated healthcare solutions, blending empathy with innovation for every interaction.
Don’t let your contact center become overwhelmed
Improving agent soft skills, managing staffing needs and adhering to complex compliance requirements are crucial for providing meaningful healthcare support. We’re a HIPAA-compliant BPO that prioritizes concise and secure interactions.
We help healthcare companies
Enhance quality of support with comprehensive training programs focused on empathy, patience and clarity, as well as product knowledge
Ramp up and down with Workforce Management (WFM) strategies and tools that efficiently plan and schedule for peak and non-peak seasons
Protect vulnerable information through our HIPAA training and expertise that helps reduce the risk of breaches and improve adherence
Our +12K licensed and unlicensed agents understand the complexities of healthcare with an unmatched aptitude for empathy. Foundever has expertise across the entire healthcare ecosystem, including:
Payers
Providers
Med devices
Specialty pharmacies
Telemedicine
Rideshares
Ancillary services
With specialized support for:
Healthcare plan
member services
- Eligibility
- Year-round customer service
- Open enrollment support
- Claims processing
Health & wellness
management
- Palliative care
- Telehealth
- Vaccinations records
- Chronic disease management
- Healthcare system navigations
- Wellness coaching
Medical devices
and products
- Product features and use
- Clinical devices
- Warranty information
- Product recalls
- Returns and repairs
- Accounts receivable management
Healthcare delivery
- Rx support
- Prescription drug assistance
- Scheduling
- Referrals
- Billing
- Pre and post-discharge communication
Our cost-effective and scalable healthcare solutions span the globe:
+50
healthcare clients
45
delivery countries
+60
languages supported
Client success story
Top U.S. payer enhances its specialized pharmacy services
One of the largest payers in the U.S. requested our healthcare expertise to support their Pharmacy Benefit Management (PBM) division, with a focus on its specialty, health desk and Medicare member services.
We delivered a flexible approach designed to handle existing medication orders, benefit inquiries and escalations. Through our leadership’s tenured experience in healthcare and strategic recruitment and training of compliant agents, the program flourished.
Our partnership grew to:
- Manage +115 service metrics
- Double agent headcount to +2K
- Expand operations into +30 LOBs
Elevate your patient and member experience with empathy
Today’s patients and members crave informative and attentive help that is, above all else, human. But impactful experiences can only be achieved if agents understand the intricacies of healthcare well enough to deliver clear and digestible information.
We provide world-class training programs that focus on an agent’s ability to be efficient and empathetic across every interaction. This specialized approach fosters positive and engaging interactions by ensuring our agents:
Have accurate information through our Healthcare Academy’s curriculum of medical terms and HIPAA training
Provide simple support and reduce risk through customized learning and real-time feedback
Continuously improve soft skills and healthcare knowledge with simulated, AI-driven conversations
52%
of respondents in the U.S. rank attentive and emotional healthcare support as key to a positive experience
SOURCE: Accenture, 2021 Accenture Health and Life Sciences Experience Survey–US findings
Be prepared for any level of demand
Getting caught off guard by unexpected surges and seasonal demands can create inefficiencies and staffing shortages. Your operations can’t afford the extra stress, and neither can your patients or members.
Our recruiting and WFM strategies are designed to solve your peak and year-round support challenges head-on by:
Recruiting agents committed
to exceptional care
We deploy proven recruitment strategies to find agents with the right attributes for healthcare and utilize sophisticated assessment tools for language proficiency, empathy and technical skills.
Rapidly ramping up and down
agent headcount
Our advanced WFM tools ensure that the required number of skilled agents are hired, trained and proficient by your agreed-upon dates to meet peak times and regular seasons.
Optimizing your healthcare support
with global talent
We offer multiple delivery locations to create the ideal combination of skilled agents, cultural affinity and cost efficiency that aligns with your contact volumes, campaigns or seasonal spikes.
Client success story
Premier health insurer delivers top support during AEP
A leading health insurance payer in the U.S. needed to deliver flexible and scalable support for fluctuating volumes during their Annual Enrollment Period (AEP). They sought our healthcare expertise to improve key metrics such as sales, call handle time, FCR and CSAT.
At once, we launched recruiting programs and developed tailored training through our Healthcare Academy. The focus was to develop empathetic and informed member experiences, backed by specialized training on the client’s services.
Together, we achieved these results:
- +800 agents recruited, trained and onboarded for AEP
- +350 licensed agents retained for year-round sales support
- +400 agents for year-round support roles post-AEP
Avoid penalties and keep private information secure
The rising threat of bad actors and data breaches can lead to multi-million-dollar fines and damaged trust. Your patients and members place their most private information in your hands; protect it.
We ensure HIPAA compliance through dedicated regulatory standards empowered by world-class training and integrated CX technology. Our solutions prevent costly penalties and negligence through:
- Compliance-focused learning programs that incorporate class instruction, AI simulators and gamified micro-learning paths
- Hosted internal audits to guarantee the proper execution of client-specific HIPAA-compliant processes and controls
- Specific training for agents and managers who have access to Individually Identifiable Health Information (IIHI) or Protected Health Information (PHI)
- AI-powered tools such as Agent Assist designed to guide agent decision-making with real-time compliance alerts and updates
Top security certifications and industry compliance standards
HIPAA
PCI DSS
HiTrust
ISO 27001:2013 and
ISO 27002:2013
SOC Type 1 and SOC Type 2