Every interaction with a health plan is a chance to earn trust or risk losing it. At Sutherland, we believe that delivering exceptional member experiences isn’t just a goal; it’s a responsibility. That’s why our Customer Experience Management (CXM) for Member Services is built on a foundation of empathy, technology, and results.
Our customized AI-powered solutions, powered by a 700+ team dedicated to health plan member servicing, help clients deliver holistic, high-quality care by transforming how they engage with members.
30%
Operational cost savings
2x
Dynamic staffing efficiencies unlocked
500M+
Member interactions managed annually
25%
Reduction in average handle time
65%
Faster after-call work via AI
10-20%
Increase in Net Promoter Score (NPS)
Our Solutions
Our suite of solutions is engineered to bridge the gap between complex operational requirements and the human element of service delivery. By integrating strategic design with cutting-edge AI-powered technology, we help organizations move beyond transactional interactions toward a holistic engagement model.
Engagement Strategy
Unlock human-centered experience design, crafting roadmaps that meet members on their terms.
Contact Center Operations
Transform contact centers with AI to improve engagement, resolution speed, and member experience.
M360 & Personalization
Unlock a 360° view of the member, enabling personalized, proactive service that accelerates issue resolutions.
Omni-channel Experience
Deliver seamless omnichannel experiences with AI that personalizes interactions across every touchpoint.
Agent Experience
Empower agents with AI-driven insights to improve resolution speed and member outcomes.
Service Excellence
Deliver outcomes with AI-enabled operations that improve efficiency and member satisfaction at scale.
Omni-channel Engagement
Sutherland Connect manages every interaction across channels with smart interaction routing, call recording, real-time reporting, and complete visibility.
Insights and Analytics
With CX360, you get automated QA, sentiment and survey analysis, next-best-action intelligence, and detailed compliance insights.
Agent Success
A cloud-based AI solution that integrates directly with agent desktops to deliver intelligence-based guidance in the moment.
HelpTree.AI
Smart search and step-by-step support that makes knowledge easy to find and use.
Agent Enhancing Technology
Connect Unified Desktop for embedding multiple applications into one view. Real-time workforce tools manage adherence, scheduling, and performance.
Translate.AI
Ensures seamless multilingual support—across any channel, any time.
Why Sutherland
Deep Domain Expertise
With 30+ years of experience and 4000+ payer domain operation experts, we are uniquely positioned to deliver measurable outcomes through our advanced healthcare payer solutions and healthcare payer services.
Cost Savings
Harnessing 15+ payer digital platforms, we can help healthcare payers streamline operations and reduce administrative overhead to reduce costs to enable competitive pricing and optimize resource allocation.
End-to-End Transformation Partner
A carefully selected set of enterprise and point solution partners across the payer value stream help deliver exceptionally engineered experiences.
Outcome-Based Engagement Model
More than 70% of our client engagements use outcome-based/TCO models, meaning we take full ownership across the entire lifecycle to deliver outcomes aligned to specific business goals.