Caring One®’s Healthcare Contact Center Case Studies highlight real-world success stories from our partnerships with health plans, medical groups, and care organizations. Each case demonstrates how our global contact center solutions improve outcomes, enhance patient engagement, and deliver measurable ROI.

Case Study 1: Medication Adherence Program

In this healthcare contact center case study, Caring One® supported a Medicare DSNP plan focusing on medication adherence.

Client: University of Maryland Health Advantage – Dual Special Needs Plan (Medicare DSNP, 5,000 lives)
Challenge: Improve STAR Measure ratings for medication adherence (MAD, MAH, MAC) among a dual-eligible population.
Solution: Caring One® deployed a specialized call center staffed by registered nurses (RNs) and trained healthcare agents to perform targeted medication adherence outreach. The team conducted follow-up calls, verified medication refills, and coordinated with pharmacies and care managers.
Results:

• Improved adherence rates across all three STAR measures

• Enhanced patient satisfaction and compliance reporting

• Demonstrated measurable ROI for the health plan

Case Study 2: Well Child Visits and Immunization Reminders

This is another example within our healthcare contact center case studies of how proactive outreach improves member compliance.

Client: Medicaid Managed Care Organization (50,000 lives)
Challenge: Increase well child visit rates and timely immunizations in compliance with HEDIS measures.
Solution: Caring One® implemented a child wellness campaign using bilingual RN and CSR outreach teams in the Philippines. The team provided appointment reminders, parent education, and follow-up calls.
Results:

• Significant increase in completed well child visits

• Improved childhood immunization compliance

• Stronger member engagement and satisfaction

Case Study 3: Premier Medical Management

This healthcare contact center case study shows the impact on private medical groups and urgent care practices.

Client: Premier Medical Management, Centennial Medical Group & First Call Urgent Care (Central Maryland)
Challenge: Manage growing patient inquiries and appointment volume while maintaining high patient satisfaction.
Solution: Caring One® provided trained healthcare communication specialists to handle inbound calls, appointment scheduling, and non-clinical support.

Results:

• 15% increase in patients seen within six months

• Net Promoter Score (NPS): 86

• 70% annualized ROI in the first year

• Seamless scalability using a “train-the-trainer” model

Learn how Caring One® can deliver similar results for your organization. Contact us today.

“Only train us once — we grow with you.”

These healthcare case studies highlight how Caring One Technologies and our global healthcare contact center solutions deliver measurable outcomes and lasting partnerships for providers and health plans across the U.S.