case study

Personalized, High-Volume Customer Experience Staffing

As a start-up, an online therapy platform that requires insurance was experiencing an overwhelming surge in demand. The Customer Experience (CX) team struggled to keep up with the volume of inquiries and needed additional staff to provide prompt and efficient client support. The company recognized the need to scale quickly and sought out assistance from Atrium in staffing key roles to ensure that its patients, payers, and providers received the highest quality customer service possible.

the challenge

As a start-up, an online therapy platform that requires insurance was experiencing an overwhelming surge in demand. The Customer Experience (CX) team struggled to keep up with the volume of inquiries and needed additional staff to provide prompt and efficient client support. The company recognized the need to scale quickly and sought out assistance in staffing key roles to ensure that its patients, payers, and providers received the highest quality customer service possible.

Beginning in 2020, the company partnered with Atrium to staff entry-level customer experience agents. The company quickly realized that with Atrium’s specialized experience and boutique-level service, these agents should be differentiated into three groups, including:

CX Patient Ops Agents

CX Payer Ops Agents

CX provider Ops Agents

Case Study: Personalized, High-Volume Customer Experience Staffing

Industry: Healthcare Tech

Service(s) Offered: Talent Solutions

the solution

Atrium worked with the client to organically transform and create more structure in their teams, which led to specialized care for the three main populations the company services. Other positions for which we staff at the company include Talent Lead, Certified Professional Coder, Office Manager, Sourcer, Insurance Agent, Executive Admin, Patient Ops Supervisor, Mailroom Associate, and Programmer. In addition, we have taken on the task of distributing technology equipment to our temporary employees.

Through our Applicant-centric approach, Atrium presents sourced and pipelined candidates with the specific skill sets required to execute the contract successfully. For example, CX Patient Ops Agents require medical coding experience with various insurance provider platforms, and Atrium delivered.

Our team takes great pride in identifying the best possible candidate. Once we have identified these individuals and sent them to the client to be vetted, we work diligently to schedule interviews. Once interviews are completed, we make offers to the selected candidates by the end of the week, ensuring that the entire process takes no more than five days. This allows our clients to fill their positions quickly and with confidence.

from candidate to client

Lindsay joined Atrium as a candidate and was selected for a Customer Experience role with our client. She started in a temporary position in June 2022 and was converted to a full-time employee with a new title (Insurance Ops Facilitator) in November 2022. As part of her new role, she has taken over the BPO and Vendor Management function for the Operations Team and works with Atrium now on the client side to grow the partnership from 13 to 50 temps.

“Our partnership with Atrium has been instrumental in our company’s growth and commitment to fostering a supportive and equitable environment for our contractors. With their assistance, we have not only achieved rapid and compliant expansion but have also managed to create a workplace culture that values diversity and inclusion. My own journey, from a contractor to a vital partner in staffing, is a testament to the positive impact Atrium has had on our organization and the opportunities it provides. Over the course of just three months, our collaboration with Atrium led to the addition of more than 40 talented individuals to our team, providing crucial support to our organization. 

One of the most noteworthy aspects of our partnership with Atrium is our shared commitment to creating a workplace that champions equity and offers unwavering support to our contractors. Atrium attracts and retains a diverse group of contractors, each of whom feels valued and empowered to excel in their roles. Atrium’s consistent dedication to excellence positions them as an outstanding partner, and I truly value the collaborative success we’ve achieved together!”

lindsay kraft

Insurance Ops Facilitator

the results

The partnership has seen YOY growth of 157%, with a total of 50 team members in place at the end of 2023.  Atrium’s fulfillment rate is currently at 100%, with a rapid time-to-fill (TTF) of 5 days. We are proud to have a 99% acceptance rate among our candidates.

With our efficient process, we minimize the time it takes to fill open positions without sacrificing quality. In fact, it is this quality that has been called out by the customer as the main reason they continue to partner with Atrium. Despite providing staffing at a large scale, our boutique-style approach to customer care means we go above and beyond in our efforts to ensure that our clients are satisfied with our staffing services.

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