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Modernized Patient Care For An Innovative Healthcare Company

OTK (ontrak health) is a publicly traded healthcare BPO. OTK’s core business revolves around two key pillars involving health insurance companies.

First, they perform advanced analytics on files provided by health insurers with the goal of identifying health plan members who may benefit from behavioral health coaching programs to help manage chronic diseases. Second, they perform outreach and recruiting to enroll eligible health plan members into a multi-month behavioral health coaching program. Their use case for a contact center involves the recruiting, enrollment, service delivery, and retention of health plan members into behavioral health coaching programs.

In need of a cloud-native platform, OTK chose Nextiva for its ability to integrate with a proprietary CRM/health record system and its omnichannel automation capabilities. Since going live with Nextiva, OTK has exceeded recruiting goals on 93% of business days, improved agent and customer experiences, and reduced vendor count and cost for multichannel outreach.

The generative AI knowledge base from Nextiva has redefined Ontrak’s ability to assist our members.

Brianna Brennan
Chief innovation officer, Ontrak Health

Nextiva for Healthcare BPOs

OTK and Nextiva’s success to date demonstrates how Nextiva enables healthcare enterprises to offer seamless, AI-enabled, automation-rich experiences to agents and customers in a secure, compliant environment.

Nextiva is HIPAA/HITRUST compliant, with certifications awarded by a third-party auditing firm.
Nextiva integrates seamlessly into FHIR-spec databases, enabling contact center agents to work more efficiently in a single pane of glass.
Nextiva enables fast prototyping and deployment of complex automated multichannel campaigns and journey orchestration, delivering real uplift on the metrics that matter.

Goals and Selection Criteria

OTK was underperforming on its patient recruiting pipeline conversions.
The business needed to expand the recruiting funnel to meet quarterly targets and Wall Street expectations.
OTK’s back-end systems were antiquated, rendering it impossible to implement necessary changes.
OTK’s prior contact center involved a complex mix of on-premises Shoretel equipment, an internally-built Salesforce application, a proprietary database, and a third-party SMS provider.

Technology Upgrade

OTK sought to increase recruiting conversions via process automation, load balancing, and quality management.
Furthermore, OTK aimed to reduce vendor count, eliminating an SMS vendor that was not performing.
OTK also sought to add an email channel for recruiting and service delivery.

Results and Benefits

Nextiva has rapidly and sustainably improved OTK’s performance and agent-consumer experience.  

Together, Nextiva and OTK executed a technology transfer that OTK’s CTO called “the smoothest I’ve ever seen.” With a Phase 1 focused on a 1:1 replacement for ShoreTel, the teams quickly moved to a fast-follow that saw Nextiva offer OTK rapid advancements in performance thanks to Nextiva’s no-code Native Process Automation capabilities. Since then, the teams have collaborated on significant initiatives that helped OTK achieve record growth.

Before

OTK’s ShoreTel system presented
persistent voice quality issues due to
on-premises equipment and
nationally distributed
network of at-home agents.

With Nextiva

Nextiva deployed a 1:1 replacement for
OTK’s legacy system in a matter of
weeks. Nextiva’s cloud-native architecture
and strong infrastructure provider
partnerships resolved OTK’s agent
voice quality issues, improving the
agent and customer experience.

Before

OTK’s third party SMS provider was
cumbersome, prohibitively expensive,
and difficult to administer.

With Nextiva

Nextiva cut OTK’s SMS costs in half.

Before

OTK’s existing SMS program required
each nurse practitioner to have a
separate number, incurring significant
inefficiencies for system administration.

With Nextiva

Nextiva provided OTK with a unique
SMS offering: a single number that
would route messages to the nurse
practitioner assigned to a given member.
This offers a significantly improved
customer and agent experience that
also maintained HIPAA compliance.

Before

OTK’s case counts for nurse
practitioners were imbalanced,
with some exceeding quotas and
others substantially below target.

With Nextiva

Nextiva implemented load balancing
algorithms to route calls to agents
based on clinical case counts.

Before

OTK had no comprehensive quality
management program, leaving
administrators largely in the dark
regarding agent performance.

With Nextiva

Nextiva enabled AI-powered near
real-time quality management.