How a Healthcare Revenue Cycle Leader Improved Clarity and Patient Experience

Expanding Global Talent While Improving Patient and Payer Experience

A global healthcare revenue cycle organization partnered with Sanas to improve patient and payer communication, strengthen quality performance, and expand access to global talent—while maintaining compliance and operational consistency.

Following a pilot across multiple geographies, the organization validated improvements in communication quality and hiring flexibility, unlocking new opportunities for scalable growth.

The Challenge

Clear, empathetic communication is critical in healthcare revenue cycle operations. Every interaction impacts patient trust, payer relationships, and financial outcomes.

However, the organization faced persistent challenges:

• Accent-related communication barriers in patient and payer interactions
• Lower quality and satisfaction scores in voice-based workflows
• Escalations to higher-cost onshore teams
• Limited ability to expand voice operations across global delivery centers
• Hiring constraints due to client approval requirements

These challenges restricted growth and prevented the organization from fully leveraging its global workforce.

Leaders wanted to determine whether improving real-time speech clarity could enable broader talent access, improve quality, and support more complex work from distributed locations.

The Pilot

Sanas was deployed across voice programs in multiple global delivery centers, including Latin America, India, and Southeast Asia.

The pilot focused on:

• Improving understandability and empathy in patient and payer conversations
• Enhancing quality assurance (QA) performance
• Expanding hiring flexibility across regions
• Evaluating the feasibility of supporting more complex workflows from lower-cost locations

The goal was to measure whether speech clarity could improve both customer experience and operational efficiency without changing workflows or training models.

The Results

Quality Assurance scores improved from 84–87% to 92–95%, demonstrating more consistent and effective conversations across programs. 

Leaders also reported:

• Stronger patient and payer interactions
• Positive agent and client feedback
• Increased confidence in expanding voice operations globally
• Early signals of improved efficiency and experience

These gains reinforced the organization’s ability to maintain high standards while scaling global delivery.

Workforce and Operational Impact

One of the most significant outcomes was expanded access to talent.

Prior to Sanas, hiring constraints limited workforce growth. In some regions, only 6 out of 10 candidates met client voice requirements. With Sanas, that number jumped to 8 out of 10, dramatically expanding job opportunities, the available talent pool and reducing hiring bottlenecks.

The pilot also supported exploration of delivering accounts receivable work and other advanced workflows from tier 2 and tier 3 locations, creating long-term cost and scalability advantages.

Conclusion

Following the pilot, the organization maintained active licenses and began evaluating broader deployment across its global agent population.

The results demonstrated that improving real-time speech clarity can:

• Strengthen patient and payer trust
• Improve quality and consistency
• Expand hiring flexibility
• Enable scalable global operations
• Support more complex healthcare workflows

For healthcare revenue cycle organizations, clear communication is not only a customer experience priority, it is a strategic lever for growth, efficiency, and global workforce transformation.