Meet Rising Expectations Of Members & Providers Across Each Touchpoints
Members seek clarity, empathy, and timely support throughout their healthcare journey. Whether trying to understand benefits, resolve issues, or find care, they seek simplicity and personalization. Providers, on the other hand, expect reduced administrative burden, transparent and timely resolutions, and coordination that supports—not complicates—care delivery.
At Sutherland, we believe that when payers prioritize the experiences of both these audiences, the returns are exponential. We help payers rethink how they connect with members and providers to become not just a health plan—but a partner in health. Our end-to-end Customer Experience Management (CXM) solutions simplify interactions, enhance satisfaction, and drive impactful outcomes—all while ensuring regulatory compliance. With our CXM solutions, payers unlock:
- Lower operational costs powered by automated workflows, AI-guided interactions, and smart routing
- Higher member and provider satisfaction through frictionless omnichannel engagement
- Greater agility and efficiency via cloud-based tools and data-led decisioning
- Improved resolution rates and faster issue closure with agent-assist technologies
- Stronger retention and loyalty with human-centered experience design
Outcomes Delivered
We don’t just manage experiences—we elevate them. Here’s how Sutherland’s CX services for payers are driving real-world and proven results:
NPS Increase
Boost in Agent Productivity
Improvement in FCR/Resolution Rate
Contact Deflection via Self-Service
Operational Cost Savings
Our CX Solutions for Payers
We bring 38+ years of healthcare expertise, 15+ cutting-edge digital CX solutions, and human-centered design to help healthcare payers radically improve how they serve members and providers.
Customer Lifecycle Management
Deliver personalized, consistent service across every stage of the customer journey—from onboarding to renewals. Our data-driven strategies and automation tools help improve retention, reduce churn, and maximize lifetime value for both members and providers.
Member Engagement Services
Provider Engagement Services
Contact Center Operations
Appeals & Grievances (A&G) and Provider Disputes
Channel & Self-Service Optimization
Ready to Deliver Experience-first Healthcare?
Enabling Digital Solutions
Understand customer behavior across channels to deliver superior experience.
Sutherland CX360™NP/NLU- led sophisticated chat and voice automation for self-service interactions.
Conversational AISmarter knowledge management for superior customer experience – powered by AI.
SmartLeap® HelptreeWorkflow automation solutions to deliver simple, rich, and effortless self-service to customers.
Document ingestion and extraction.
EXTRACT.AIAI-powered Omni-channel communications platform.
Sutherland Connect®