Customer Experience
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Our team is extensively trained, with emphasis on
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CareRev
CareRev is an on-demand marketplace for healthcare workers
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The Problem
As CareRev prepared to raise its Series A, it knew that its operational complexity would increase. The company needed a partner to reliably transition to 24/7 support that could handle escalations when the onshore team was off during nights and weekends.
NeoWork's Solution
- Matched CareRev’s growth rate by scaling the support team size from 2 to 30 teammates
- Took over the credentialing review, building supplemental training materials to help with state-level health care professional credentials, including 15 state-level credentials
- Created quality assurance rubrics, KPI scorecards, and reporting dashboards to measure success and set up the team for scale
" Partnering with NeoWork has been one of the most impactful operational changes in the history of CareRev. Prior to NeoWork, CareRev was mainly operating during weekday business hours, which is not scalable for a growing company in the healthcare tech space. I can honestly say that the NeoWork team has gone above and beyond my expectations; CareRev is able to meet up with the increasing demands of the industry and truly offer 24/7 customer support now, all due to NeoWork. ”
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