A mid-sized healthcare services provider (let’s call them “HealthCo”) was drowning in success. They had acquired three new clinics, and call volumes spiked by 40%. Wait times hit 20 minutes. Staff was burning out. Patients were complaining on Google Reviews.
The Challenge: They needed 30 new agents yesterday, but couldn’t find them in their local labor market without payng a premium they couldn’t afford.
The Solution: Nearshore Hybrid Model
HealthCo partnered with a specialized nearshore provider to build a “satellite” team in the Dominican Republic.
- Phase 1: Moved “Appointment Confirmations” and “General Inquiries” to the nearshore team to free up local staff for complex clinical calls.
- Phase 2: Implemented a shared CRM so both teams saw the same schedule in real-time.
- Phase 3: Unified QA standards so a call monitored in the DR was scored exactly the same as a call in the U.S.
The Outcome
- Wait Times: Dropped from 20 minutes to <2 minutes.
- Cost Savings: Reduced blended hourly cost by 35%.
- Satisfaction: Google Review scores trended up within 60 days.
Plan for growth before operational strain impacts patient care.
Conclusion
Scale doesn’t have to be painful. With the right partner, you can grow your practice without shrinking your service quality.
