Case Study
Revive Vitual Care Clinic
1-page Case Study | Real-world results | Learn how Revive Health delivered 24/7 HIPAA-compliant telehealth help desk support and appointment scheduling across 450 monthly agent hours.
What You’ll Learn
Revive Health outsourced 100% of Tier 1 support to scale 24/7 care and maintain HIPAA compliance.
- 24/7 Coverage: Handled seasonal flu and cold call spikes easily.
- 75 Shared Agents: Scalable pool lowered operational costs.
- Script Portals: Live updates ensured smooth Tier 2 escalations.
- Results:450+ agent hours monthly with better response times.
The Case Study
Industry: Healthcare
Timeframe: 2017-present
Client: Facilitating virtual healthcare for individuals and organizations by redirecting care outside of the major medical plans
Delivered 450 hours of 24/7 HIPAA-compliant coverage monthly using a 75-agent team, managing 100% of Tier 1 help desk inquiries.
The Client
Revive Health is a nationwide telehealth
company offering virtual care through employer
benefits and independently purchased plans.
Their services include primary care, urgent care,
therapy and pharmacy support.
AnswerNet supports Revive by handling inbound
calls for appointment scheduling and responding
to help desk tickets. Call volume fluctuates
seasonally based on cold, flu and virus trends.
The Challenges
As Revive Health’s member base grew and
demand for virtual care increased, so did the
need for reliable, around-the-clock support. With
high monthly call volume, they sought a scalable
solution to manage tier 1 inquiries efficiently while
maintaining strict HIPAA compliance.
To keep internal teams focused on delivering
specialized care, Revive looked for a trusted
partner to handle routine tasks like appointment
scheduling and help desk support.
The Solution
AnswerNet now handles 100% of tier 1 calls, including appointment scheduling,
login help and general inquiries, so Revive’s internal teams can stay focused on
more complex inquiries.
A team of 75 shared agents provides an average of 450 hours of coverage
each month with consistent 24/7 availability.
Revive manages scripting through a shared portal, enabling real-time updates
and consistent messaging. Tier 2 issues are escalated directly to internal teams,
supporting seamless care delivery.
The Result
Partnering with AnswerNet has enabled Revive Health to streamline operations, reduce overhead and maintain a high standard of patient care across their growing member base. By outsourcing Tier 1 support, including appointment scheduling and help desk inquiries, they’ve ensured consistent, HIPAA-compliant coverage 24/7, even during seasonal spikes in demand.
With frontline inquiries managed, Revive’s internal teams can dedicate more time to delivering specialized care. Members benefit from faster response times, reliable service and a seamless experience that supports better health outcomes.
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