Improving Member Care, Empowering Communities, and Creating Shared Value with an Integrated Healthcare Delivery Organization

An integrated healthcare delivery organization has relied on VXI — a minority-owned business enterprise (MBE) — for open enrollment and member support for years. What began as a six-month advisory engagement for unearthing cost savings has resulted in a strong partnership with social impact.  

Consulting led to a contact center with 25 agents focused on one region but, with proven operational excellence, a staffing on-demand approach, and a purpose-driven outsourcing model, the relationship now encompasses six regions and 500 agents. Agent and member communities now align, and with this, VXI has improved internal and external satisfaction, leading to $100M in economic impact.  

What You’ll Learn

• Diversity pays dividends: Move beyond tracking spend to making spend count.
• Overcome U.S. retention obstacles: Our socially driven business model lowers attrition and OpEx.
• Scale onshore with MBEs: Where others struggled to achieve their fill rates, our Georgia centers thrived.
• ESAT drives CSAT and ROI: Training has buoyed ESAT, leading to increased member satisfaction (10%).