A leading healthcare diagnostics and preventive health services provider with a large network of diagnostic centers serving individual patients, corporate clients, and membership customers across multiple locations.
The client required a reliable customer engagement partner capable of managing high-volume patient interactions across inbound and outbound channels. They needed support for appointment bookings, lead conversions, corporate medical test coordination, email management, patient assistance, and operational coordination while maintaining service excellence throughout the year.
Epicenter deployed a dedicated customer experience team to manage inbound and outbound calls, appointment scheduling, lead nurturing, email correspondence, and corporate health program coordination. Through specialized healthcare training, process excellence, and a patient-centric approach, we ensured seamless customer support, improved conversions, and efficient management of complex healthcare operations.
“Epicenter has become an extension of our customer engagement team. Their ability to manage patient interactions, corporate coordination, and sales conversions while consistently maintaining high service standards has significantly enhanced our customer experience and operational efficiency.”
The client faced challenges in managing growing volumes of patient inquiries, appointment requests, diagnostic bookings, and corporate healthcare requirements across multiple communication channels. They also needed consistent follow-up on digital leads, timely responses to customer emails, effective coordination with diagnostic centers and field teams, and a highly empathetic support model aligned with healthcare service expectations.
Epicenter established a specialized healthcare support team trained extensively on patient sensitivity, diagnostic processes, and customer care best practices. Leveraging doctor-led training programs, we focused on empathy-driven interactions while implementing structured workflows for lead management, appointment scheduling, corporate account servicing, and operational coordination. Our teams worked closely with diagnostic centers, field phlebotomists, and corporate stakeholders to ensure seamless service delivery and high customer satisfaction.
Calls Managed per Month
SLA Achieved
Week-on-week Conversion
Managed all patient inquiries, appointment requests, follow-ups, and service-related interactions through dedicated support teams.
Engaged and nurtured digital marketing leads to drive appointment bookings and improve conversion rates.
Supported corporate clients by scheduling and managing pre-employment and preventive health check-up programs.
Handled complex customer and corporate email communications with timely resolutions and professional responses.
Executed upselling and cross-selling campaigns for healthcare packages through personalized WhatsApp engagement.
Coordinated with diagnostic centers and field phlebotomists for slot allocation, rescheduling, visit management, and priority service requests.
Delivered specialized empathy-focused training programs led by medical professionals to enhance patient interactions.