TalentPop scales with Twentyeight Health to Drive Growth in Healthcare Customer Support

Twentyeight Health is revolutionizing women’s health with its online platform focused on increasing reproductive care and access to underserved communities. Rising to the forefront of inclusive virtual healthcare, Twentyeight Health works with US-licensed doctors and nurse practitioners who use their extensive experience in women’s health to give the best care in a judgment-free environment. An easy prescription process ships medications, discreetly, right to your front door. Committed to making women’s health care more accessible and equitable for all, the brand donates 1% of revenues to the National Institute for Reproductive Health (NIRH).

Setting new goals to continue its mission, Twentyeight Health found themselves in need of a customer service solution as the business grew.

Still a young company, Twentyeight Heath brought on two agents from TalentPop to start. In the little over 3 years of working together, the team has expanded to 10 TalentPop agents providing specialized support. Twentyeight Health has discovered that a hybrid model / flexible approach, combining different agencies works well for managing the complex healthcare industry, and the TalentPop team has been a key contributor to the company’s ongoing success.

The complex landscape of healthcare meant that TalentPop agents needed to be on the same page as Twentyeight Health regarding industry policies. “We have a business associate agreement in place with TalentPop to support that level of security and HIPAA compliance,” Elisabeth Tomaselli, CX, Product and Ops Manager points out. “We make sure that we stick to the major guidelines around privacy and personal health information, and the team has been completely receptive.”

The onboarding process entailed rigorous internal training - new agents work with Twentyeight Health management as well as seasoned TalentPop agents. TalenPop built out all SOPs outlining step-by-step processes to ensure that tasks are performed in a consistent and efficient manner.

Understanding that Twentyeight Health has unique needs and nuanced processes specific to the company and industry, TalentPop tailored training by creating a brand-specific guide that familiarized the agent with top questions, answers, tone of voice, and processes.

Twentyeight Health’s success story stands out to us because in the three years we've worked together, our services have played a big role in helping them grow and expand their business, showing how powerful our partnership has been. 

Our versatile service options and highly trained agents make us the ideal partner for brands like Twentyeight Health looking to delegate some of their customer service responsibilities, even when they must comply with HIPAA or other complex regulatory requirements.