Healthcare Contact Center Transformation
Patients and members expect fast, digital, and compassionate service. But outdated workflows make that harder than ever. We help transform contact centers into unified, omnichannel experiences that improve access, optimize care, and reduce waste.
How We Help
The result: measurable improvements in patient and member satisfaction, fewer denials and delays, and sustainable efficiency gains across the organization.
Modernizing Contact Centers into Omnichannel Hubs
We modernize payer and provider contact centers to deliver a single, seamless experience across phone, chat, SMS, portals, video, and mobile apps. Patients and members can move effortlessly between channels without repeating themselves, while agents and care teams have the full context at their fingertips. The result: smoother care delivery, patients who feel seen and heard, stronger member acquisition and retention, and measurable efficiency gains for your organization.
Improving Experience with Smarter Workflows
We reengineer contact center workflows to remove friction and reduce waste. From prior authorizations and referral coordination to scheduling, billing, and benefits inquiries, we streamline the steps that frustrate members, patients, and staff alike. By automating routine tasks and aligning handoffs between contact centers, care teams, and back-office functions, we shorten turnaround times, reduce denials, ease clinician and agent burnout, and ensure patients get the right care faster.
Driving Measurable Operational and Clinical Impact
We deliver outcomes that payers and providers can measure. Our teams blend deep healthcare operations experience with digital and technology expertise to solve the problems that matter most. From lowering average handle time and reducing call transfers to automating benefit inquiries, prior authorizations, and scheduling requests, we improve patient access, reduce denials, and protect revenue. The result: stronger financial performance, less burnout for clinicians and agents, and higher satisfaction for patients and members.
Vendor-Agnostic, Outcome-Focused Partnerships
We put your goals – and your patients - first. As a vendor-agnostic partner, we help you evaluate and implement the right technology with clarity and confidence Because of our strong industry relationships and hands-on healthcare expertise, we know which platforms, automations, and AI tools actually deliver in payer and provider environments. That insight ensures every investment drives adoption, compliance, and lasting value.
The Case for Contact Centers
- $40M
operational and revenue impact delivered for a high-volume enterprise
- 25 seconds
reduction in Average Handle Time, saving $1.2M annually
- 56%
decrease in service costs for a global organization
What We’ll Achieve
Enhanced Patient Experience
Simplify access to care and improve interactions across every channel.
Increased Efficiency
Streamline workflows to reduce waste, handle time, and duplication of effort.
Cost Savings at Scale
Unlock measurable financial impact through smarter operations and automation.
Future-Ready Operations
Build a flexible, technology-enabled patient contact center that adapts as care delivery needs evolve.
Why West Monroe?
Speed to Value
We relentlessly drive value by combining industry knowledge with technology expertise. Our teams have delivered measurable outcomes—like $40M in operational and revenue impact—for some of the world’s largest organizations.
Third Party Accolades
We’ve been recognized as a Notable Vendor in Forrester’s Digital Transformation Services Landscape, Q2 2025, and our hands-on approach ensures results stick.
Collaborative, Co-Creation Partner
With us, you’re not just getting consultants—you’re gaining a partner who rolls up their sleeves, co-creates alongside your team, and gets it done.
