Client Overview
A leading healthcare technology company specializing in diagnostic testing and remote monitoring services for sleep disorders and respiratory conditions required a scalable patient support model to support continued business growth.
The organization relied on patient communication and operational coordination across multiple service areas, including inbound and outbound support, home sleep testing (HST) scheduling, EEG scheduling, pulse oximetry (POX) troubleshooting, HST and EEG support, general patient inquiries, and provider-related administrative workflows.
Ameridial partnered with the client to deliver English-language patient support operations from Cebu, Philippines. What began as a 10-FTE program ultimately scaled to 51 Cebu-based FTEs supported by 3 Team Leaders and 2 Quality Assurance specialists.
The Challenge
Rising Patient Support Demand Required Greater Capacity and Responsiveness
Sleep diagnostics and remote monitoring programs rely heavily on timely communication and patient engagement. Patients often require assistance scheduling diagnostic tests, understanding next steps, troubleshooting equipment issues, completing verification activities, and navigating testing-related workflows.
As the client’s business expanded, patient support demand increased significantly. The organization required a partner capable of scaling operations while maintaining service quality, responsiveness, and operational consistency across multiple workflow types.
Several operational challenges emerged as volume increased.
Growing Patient Support Volume
The client needed additional support capacity to manage increasing inbound and outbound call activity while maintaining responsiveness.
Scheduling Complexity
The operation required support for both home sleep testing and EEG scheduling workflows, each involving multiple coordination steps and patient touchpoints.
Troubleshooting Requirements
Patients frequently required assistance with pulse oximetry, home sleep testing equipment, and EEG-related troubleshooting needs.
General Patient Inquiry Management
The client needed a reliable support model capable of responding to routine patient questions and service-related concerns efficiently.
Provider Administrative Support
In addition to patient-facing interactions, the operation included provider-facing administrative workflows that required timely completion and attention to detail.
Call Handling Efficiency
The client needed to reduce abandoned call rates, improve responsiveness, and increase overall handled volume to create a better patient experience.
The Ameridial Solution
A Scalable Patient Support Model Built for Volume, Quality, and Workflow Coverage
Patient Support Coverage Model
Patient Support
Ameridial developed a structured patient support operation in Cebu, Philippines, supported by trained agents, Team Leaders, and dedicated Quality Assurance resources. The model was designed to scale alongside demand while maintaining service quality and workflow consistency.
01. Inbound and Outbound Patient Support
Ameridial supported patient interactions across inbound and outbound communication channels, helping manage service inquiries, follow-ups, and ongoing patient communication needs.
02. HST and EEG Scheduling Support
The team supported scheduling workflows for home sleep testing and EEG-related services, helping patients complete required scheduling activities efficiently.
03. POX, HST, and EEG Troubleshooting
Ameridial agents assisted patients with troubleshooting needs related to pulse oximetry devices, home sleep testing equipment, and EEG-related workflows.
04. General Patient Inquiry Support
The team managed routine patient questions and service-related inquiries, improving responsiveness while reducing internal workload.
05. Back-Office Provider Task Support
Ameridial supported provider-related administrative activities, helping streamline operational processes and improve workflow execution.
06. QA and Team Leadership Oversight
The operation was supported by 3 Team Leaders and 2 Quality Assurance specialists responsible for coaching, quality monitoring, escalation management, and process governance.
Growth Timeline
Initial Program Launch
The engagement began with a dedicated patient support operation consisting of 10 FTEs.
2021
Four additional agents were added to support Failed Fax workflows and Patient Verification activities.
Q4 2023
The Patient Support program launched within Ameridial Cebu, supporting outbound DDC operations.
2024
The Cebu-based team transitioned to support inbound patient support volumes as operational requirements expanded.
Q4 2024
The engagement expanded further, creating opportunities to support additional internal processes and operational workflows.
Today
The operation has grown to 51 Cebu-based FTEs supported by 3 Team Leaders and 2 Quality Assurance resources.
The Results
Higher Capacity, Better Call Handling, and Expanded Client Confidence
Ameridial helped the client strengthen patient support operations while significantly expanding capacity and workflow coverage.
Patient Support Capacity Growth
410% Growth in Patient Support Capacity
410% Growth in Patient Support Capacity
The program expanded from 10 starting FTEs to 51 current Cebu-based FTEs, representing 410% growth in support capacity.
51 Current Cebu FTEs
The client now operates a large-scale English-language patient support function supported from Cebu, Philippines.
Improved Call Handling Efficiency
The operation achieved measurable improvements in handling patient interactions and managing increasing support volume.
Reduced Abandoned Call Rates
The support model contributed to lower abandoned call rates, helping more patients connect with support resources when needed.
Increased Overall Handled Volume
Ameridial helped increase handled volume while maintaining operational consistency and responsiveness.
Expanded Collaboration
As confidence in the program grew, the client expanded Ameridial’s role across additional operational workflows and internal processes.
New Lines of Business
The partnership created opportunities for Ameridial to support additional business functions beyond the original engagement scope.
Business Impact
Ameridial helped the client build a scalable patient support model capable of supporting sleep diagnostics and remote monitoring workflows at significantly greater volume.
The engagement increased operational flexibility, improved patient support responsiveness, strengthened workflow coverage, and enabled the client to manage growing interaction volumes more effectively.
For sleep diagnostics and respiratory monitoring providers, timely communication directly impacts patient experience and testing completion rates. Missed calls, delayed scheduling, and unresolved troubleshooting issues can create unnecessary friction throughout the patient journey.
By scaling from 10 to 51 Cebu-based FTEs and strengthening the operation with Team Leader and Quality Assurance oversight, Ameridial helped create a more reliable and responsive patient support environment.
The partnership also expanded beyond a single support function. As operational performance improved, opportunities emerged to support additional workflows and new lines of business across the organization.
Key Insights
Sleep Diagnostics Support Requires Guided Patient Communication
Patients often require assistance with scheduling, preparation, troubleshooting, verification, and follow-up activities. Structured support helps reduce friction throughout the testing journey.
Scale Requires Governance
Growth from 10 to 51 FTEs required more than additional staffing. Team Leaders, Quality Assurance specialists, coaching programs, and operational oversight were critical to maintaining service quality.
Better Call Handling Improves Patient Experience
Reducing abandoned calls and increasing handled volume helps patients receive support faster while improving service continuity.
Operational Success Creates Expansion Opportunities
Consistent execution and reliable performance can lead to broader workflow ownership and expanded business partnerships.
Ready to Scale Patient Support for Sleep Diagnostics and Remote Monitoring?
Ameridial helps sleep diagnostics providers, respiratory monitoring organizations, and healthcare technology companies scale patient support, scheduling, troubleshooting, patient verification, and provider back-office operations through trained teams, structured quality oversight, and flexible global delivery models.
Whether you need support managing patient communication, improving responsiveness, expanding workflow coverage, or scaling operational capacity, Ameridial delivers healthcare-focused support solutions designed for growth.
