Healthcare

How Curate Helped a Leading Healthcare Company Drive Digital Transformation and Improve Patient Experience

medical-banner-with-stethoscope

Focus Areas

Digital Transformation

CRM Integration

UX Optimization

Training + Onboarding

Call Center Efficiency

Call Center Information Operator Service

Business Problem

The healthcare company sought to modernize its digital infrastructure and internal operations to support growing demand, rapid hiring, and increasingly complex patient needs. While technology investments were in place, key systems were fragmented, new staff lacked industry knowledge, and the patient digital experience was inconsistent across platforms.

Key challenges:

  • Disjointed Patient and Call Center Experiences: Two disconnected CRM platforms—Salesforce and Epic—meant agents often couldn’t resolve member or patient queries without navigating across systems and involving multiple departments.
  • Lack of Centralized Healthcare Onboarding: An influx of new hires and third-party vendors unfamiliar with the healthcare landscape led to inconsistent training and lost institutional knowledge.
  • Member Portal Frustrations: Website users—members, brokers, and internal teams—reported regular issues that developers struggled to diagnose, leading to poor UX and slow issue resolution.
  • Reactive vs. Strategic Technology Adoption: While the company had access to powerful tools, there was a lack of cohesive digital strategy, slowing down time-to-value on tech investments.

The Approach

Curate Consulting was engaged as a strategic partner to guide the company’s digital transformation efforts with a focus on integrated decision-making, practical agile tools, and scalable solutions.

Working across internal teams, digital platforms, and customer support operations, Curate delivered a three-part initiative designed to modernize systems, empower teams, and enhance the member experience.

Key components of the solution:

  1. Healthcare Learning Series (Internal Training Platform)
    • Challenge: Onboard a growing, non-clinical workforce without relying on generic or unsecured platforms.
    • Solution: Curate developed a custom learning series covering 20+ business units, serving as required training for digital teams. The program was designed to be evergreen, secure, and aligned with both compliance needs and real-world applications.
  2. CRM System Unification for Call Centers
    • Challenge: Siloed patient data across Salesforce and Epic created inefficiencies and compliance risks.
    • Solution: Curate conducted journey mapping with call center agents and digital teams to define 10 use cases for strategic data exchange. We created a two-year roadmap to optimize data sharing between platforms, improving the accuracy and efficiency of call center interactions.
  3. Agile UX Upgrade via OpenReplay Integration
    • Challenge: Backend developers couldn’t identify bugs based on vague user complaints like “search isn’t working.”
    • Solution: Curate recommended and implemented OpenReplay to capture user sessions, enabling developers to instantly replay and resolve UX issues. The solution was selected for its rapid deployment, affordability, and seamless integration into the company’s tech stack./li>

Business Outcomes

Curate’s strategic partnership delivered measurable results across the healthcare company’s digital ecosystem:

Increased Operational Efficiency

Call center agents now resolve inquiries faster and with greater accuracy, reducing time spent on calls and improving patient satisfaction.

Improved Onboarding & Retention

65+ employees completed the Healthcare Learning Series in its first year, offering actionable feedback that improved training efficiency and departmental budgeting.

Faster Issue Resolution

OpenReplay integration significantly reduced developer effort and improved turnaround time for resolving web issues, resulting in a smoother user experience.

Agile Maturity Gains

The healthcare company began adopting a more agile decision-making mindset, moving from one-off fixes to integrated digital transformation planning.

Sample KPIs

Here’s a quick summary of the kinds of KPI’s and goals teams were working towards**:

Metric Before After Improvement
CRM Call Resolution Time 12 mins avg 7.5 mins avg -37% reduction
Developer Time to Diagnose Portal Issues 2-3 days <1 day 50-70% faster
Staff Completion of Training Series N/A 65+ users onboarded Full team adoption
New Vendor Ramp-Up Time 2 months 3 weeks -62% faster onbaording
**Disclaimer: The set of KPI’s are for illustration only and do not reference any specific client data or actual results – they have been modified and anonymized to protect confidentiality and avoid disclosing client data.

Customer Value

Improved Patient & Member Experience

CRM integration and UX enhancements empowered teams to resolve issues faster, leading to more accurate support, reduced wait times, and higher satisfaction for patients and members.

Scalable Training and Technology Solutions

The Healthcare Learning Series and agile tool adoption ensured consistent onboarding, preserved institutional knowledge, and delivered long-term value without overengineering systems.

blueprint for how healthcare companies can modernize in a way that’s strategic, scalable, and human-centered.

Conclusion

Curate Consulting played a pivotal role in guiding this healthcare company through a people-first digital transformation. By focusing on sustainable systems, agile thinking, and user experience, Curate empowered internal teams to operate more efficiently and serve patients more effectively.

This case study showcases not just a series of digital wins, but a blueprint for how healthcare companies can modernize in a way that’s strategic, scalable, and human-centered.

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