The background.
A rapidly expanding virtual behavioral-health provider entered 2020 with rising patient demand but an operational model with limited scalability. The organization had never outsourced before, and their internal support structure was restrictive. The business began with one initial support representative, but, as it grew, it became clear that the internal team lacked the staffing, training frameworks, and operational processes needed to keep up with appointment requests and clinician support needs.
The organization’s lack of outsourcing experience meant there were no established workflows, no documented procedures, and no performance structure to support high-volume, multi-step care operations. As appointment inquiries increased nationwide during the pandemic, internal queues ballooned to more than 1,000 cases across patient intake, insurance verification, and post-appointment tasks. Clinicians were also increasingly strained by administrative work such as licensing, credentialing, and managing documentation for patients across multiple states.
The client knew that they needed help scaling beyond a single support representative, but lacked the operational foundations typically required for rapid growth. The organization needed a partner who could design the structure, build the teams, train new talent, implement quality processes, and create a scalable concierge model that protected both patient and clinician experiences as volume continued to increase.
The solution.
Transcom introduced a concierge-care model designed to give patients a smooth, guided experience from their first inquiry through to every appointment that followed. We restructured clients workflows so that every aspect of the patient journey had its own dedicated support, beginning with a specialized intake team that handled calls, email, and chat and scheduled appointments quickly and accurately. A separate insurance verification group ensured benefits were confirmed within 24 to 48 hours, enabling appointments to be booked without delays.
To maintain continuity of care, we added focused teams to manage payment processing, claims submission, and post-appointment needs such as medical records, ESA letters, prior authorizations, refills, and billing concerns. This ensured that patients received proactive follow-ups instead of having to navigate the system on their own.
We also built a structured classroom training program, implemented the client’s first QA framework, and created line-of-business-specific KPIs to consistently measure service quality. Extended coverage hours supported real-time check-ins, rapid scheduling updates, and same-day resolution of care-management tasks. Through this concierge model, every patient interaction, from booking to follow-up, became faster, more supported, and more predictable.
The results.
Transcom’s partnership transformed the client’s operations from a single-person support model into a comprehensive, structured concierge ecosystem that elevated access, speed, and overall care quality.
Key achievements include:
- Scaling swiftly from 7 to more than 115 specialists over 5 years - practically doubling support annually on average - to develop our client’s first fully-structured outsourced support from scratch.
- Achieving insurance verification turnaround in 24-48 hours, down from queues exceeding 1,000+ requests.
- Increasing annual patient appointments from about 1,000 to nearly 10,000, significantly expanding patient access and clinician utilization.
This concierge-style support model now provides patients with faster scheduling, proactive support, and reliable care management, while giving clinicians the administrative foundation they need to focus on treatment. Thanks to Transcom, CX is no longer a scale limiter - it’s a powerful growth engine for the healthcare provider.
