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Services

Outsourced Agent Quality Monitoring

Ensure optimal performance and consistent contact center consumer experience. Care Sherpa offers a comprehensive view of the contact center consumer experience as compared to top performing organizations and best practices.

Care Sherpa’s proprietary approach and industry expertise measures the five core performance drivers needed for organizations to fully optimize the consumer experience and measure performance.

 
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61%

Lower marketing costs by managing existing leads to conversion

Pipeline Management & Activation

Consumer engagement services to guide the patient with high touch relationship services navigating the steps through to conversion.

Services we provide:

  • Facilitated Care: Support a single point of contact to engage and manage the consumer through the conversion experience.

  • Service Line Consumer Management: Provide your patients and consumers with personalized support and guidance throughout the conversion process to meet their individual needs.

  • Lapsed Patient Reactivation: Engage and reactivate consumers who may have previously shown interest, but have yet to convert.

  • Relationship Expansion: Support consumers with their next best service recommendations on additional health services that best meet their needs.

  • Service Recovery: Retention support and recovery when the patient experience does not meet expectations. Support issue resolution and follow up to ensure consumer’s needs are met.

 

Strategy

Marketing Effectiveness & Revenue Gap Analysis

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79%

of leads never convert

WHY?

30%

of All Digital Leads never receive a response

 

Marketing Effectiveness & Pipeline Gaps

To assist Healthcare Providers with improving their volumes, market share, patient experience, and revenue growth, Care Sherpa offers a Marketing Effectiveness and Pipeline Gap Assessment. This comprehensive review allows leaders to understand the root cause for performance issues and determine the most effective strategies for improvement.

  • Channel Access: How consumers are first discovering service  

  • Data Capture: How data is being captured and consumer leads are tracked

  • Interest to Entry: How consumers evolve from interest to individual identification

  • First Contact: First interaction experience for interested consumer leads

  • First Appointment: First appointment experience and timeline for new patients 

  • Treatment: Patient experience, timeline and pathways for service line experience

  • Post Treatment: Patient experience post treatment or procedure for service line treatment.

  • Return: Pathways for patients to return post treatment  

  • Retain: How patients are supported and encouraged to expand their relationship with the provider

 
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