Improving experience, satisfaction and cost – one connection at a time
We’re tackling the industry-wide fragmentation that slows down every touchpoint. At Carelon Global Solutions, we transform contact centers into intelligent engagement hubs, connecting members and providers to the care and information they need, when and how they need it.
Optimized for performance and people
By combining advanced technology with our skilled operations team, we reduce call volume and costs while maintaining quality and first-call resolution.
- Trained agents providing first-call resolution with care and empathy in critical moments
- Ongoing and robust quality assurance programs
- Access to performance dashboards and quality assurance loops
- Built-in automation to optimize manual processes
Connection that drives better health
We bring people together with smooth, connected experiences that build trust and support better health, making it easier to access benefits, claims and care.
- Multilingual, omnichannel support
- Covering all health plan lines of business including commercial, Medicaid, Medicare and other government sponsored lines of business
- Compliant access to benefits, claims and clinical support
Proven, empathy-driven experiences
We invest in people, technology and insights to deliver better experiences—empowering agents and continuously improving customer service.
- All agents receive specialized training
- Digital tools empower agents and improve the overall customer experience, while driving down handling time
Global customer experience solutions with local impact
Our global team scales with your needs, delivering expert support across the healthcare ecosystem. We work with your teams, whether on-site or co-located, and back every interaction with specialized training and a relentless focus on quality.
6,000+
healthcare-trained associates across global centers in the USA, Philippines, and Puerto Rico
1%
abandonment rate of member commercial calls
18M+
inquiries and transactions handled in 2024 across every level of business
98%
issue resolution rate
99%
overall quality in
provider commercial calls
