![Twentyeight Health](https://cdn.prod.website-files.com/64809f38557bbd902708d441/668c136d9ee7e66db1e54dc6_Twentyeight%20Health_logo.png)
TalentPop scales with Twentyeight Health to Drive Growth in Healthcare Customer Support
Meet the
Twentyeight Health
Brand
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.
The Challenge
Twentyeight Health came to TalentPop in Fall 2021 looking to expand their customer service team while scaling the business. In addition to providing superior care, the brand needed rigorously trained agents to maintain compliance with HIPAA and US healthcare standards. Management team members felt strained balancing their own work obligations while presiding over new hires at every stage in the onboarding process.
The Solution
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 TalentPop Approach
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.
The Results
Twentyeight Health appreciates our ability to adapt and accommodate service level expansion which aligns with the brand’s business goals. “When we’ve experienced explosive growth, TalentPop has been available to help us scale up. It’s been quick to hire, onboard, and expand. Any opportunities we pursue feel doable knowing that we have reliable people who can quickly respond,” Elisabeth notes.
In 2021, Twentyeight Health was providing customer support from 9 am to 5 pm Monday through Friday. After completing training during regular business hours, TalentPop agents were able to shift their schedule, expanding coverage from 7 am to 11 pm, 7 days a week. This led to an increase in revenue for the brand. Accountability, and ultimately trust, significantly contributed to Twentyeight Health’s expansion success – the team’s high-level performance is observed without direct oversight by management. Elisabeth elaborates, “Even if agents are not online at the same time as me, I still see the same standard of care and the same level of performance.”
Elizabeth highlights that TalentPop’s customized recruitment process helped Twentyeight Health find the perfect agents to meet the company’s needs. “TalentPop has done a great job at sourcing people who are really passionate about healthcare. The individuals that we have brought on are complete rock stars who bring a lot of energy and spark. It allows us to provide a consistent high-level of care to the users we work with.”
With an eye on the future, Twentyeight Health aims to delve deeper into data analytics for operational outcomes. The TalentPop team is excited to support this new initiative by recruiting a Growth Assistant, part of our latest service offering, to thoroughly examine the company's fulfillment and growth trends.
Final Takeaways
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.
TalentPop has done a great job at sourcing people who are really passionate about healthcare!
"Currently the team that we work with from TalentPop is about 10 agents. So we've definitely grown a lot from the two that we started with."
![Elizabeth Tomaselli](https://cdn.prod.website-files.com/64809f38557bbd902708d441/669037b3d5613826f0e0817f_Elizabeth%20Tomaselli.png)
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