Improving Patient Engagement and Operational Efficiency with Offshore Healthcare Support
How a National Eye Care Management Company Partnered with Connext to Scale Patient Support and Streamline Operations
Overview
A physician-led eye care management company headquartered in Dallas, Texas, was rapidly expanding its nationwide network of clinics and surgery centers but faced mounting operational challenges. From high turnover and recruitment struggles to rising costs and growing demand for bilingual support, the organization needed a more efficient, scalable solution. By partnering with Connext, they built a dedicated bilingual offshore team to support critical functions—improving patient care, streamlining operations, and enabling sustainable growth.
Key Highlights
- Expanded Workforce Across Functions: Offshore teams now cover multiple departments including billing, coding, scheduling, IT, marketing, and patient care.
- Improved Patient Engagement: Bilingual specialists enhanced call coverage, reduced abandonment rates, and strengthened communication with Spanish-speaking patients.
- Stronger Retention and Operational Stability: Dedicated recruitment and HR support lowered attrition while leadership focused on strategy and growth.
