Founded in 1992, GetixHealth is a leading revenue cycle management partner to healthcare organizations across the country. The company serves over 400 hospitals and 10,000 physicians with services that include patient access, eligibility & enrollment, insurance resolution, and self-pay patient billing.
GetixHealth is focused on streamlining communication and financial management to ensure that providers can prioritize what’s most important: serving patients with exceptional care. In total, the team has served over one hundred million patient transactions, and manages over $12B in A/R for its clients.
With more than 2,000 employees across 11 global offices, including two centers in India, the company needed a reliable way to support rapid growth without sacrificing employee experience or service quality. It also needed a modern infrastructure that could scale with its long-term ambitions.
High attrition rates and growth restraints
Before partnering with Webex, GetixHealth relied on a legacy on-premises system. The system couldn’t scale to meet their needs and risked potential outages or downtime that could disrupt operations. Although the company experienced steady growth through both organic expansion and multiple acquisitions, some of its processes remained constrained by legacy systems. Systems whose downtime could disrupt productivity, creating frustration for employees, and detracting from the overall client experience. Without the proper technology to measurably reduce manual labor and support the desired efficient processes, the contact center faced a concerning attrition rate nearing >50%. This was largely due to repetitive tasks and insufficient tools to support a satisfying employee experience and higher productivity.
The company also needed to find a way to speed up their processes and create a unified data collection and storage solution. Agents, particularly those in India, spent up to 90 minutes on phone calls with insurance companies simply to gather information. This is time they could have spent improving the patient financial experience and reducing delays in the billing process. Call wrap-up times were also lengthy, averaging five to seven minutes per call, which adds up after a day of communicating with dozens of customers.
“Across all the call centers of our India and U.S. offices, we handle approximately 4.5 million minutes a month,” said Monty Tan, Vice President of Infrastructure at GetixHealth. “If you take 90 seconds of savings each agent can do on a call, and you multiply that across all the calls that we take on an annual basis, we’re looking at about 10.5 million minutes saved per year.”
The high demand for the services and products GetixHealth provides sets the team up for success long into the future. However, the technology in place constrained this growth. With plans to grow its contact center to nearly 3,000 agents, the company needed a solution capable of handling this expansion while improving efficiency and reducing operational bottlenecks.
Lastly, limited analytics and automation left the team with constrained ability to learn from their calls and make the process better for customers. The company was also scoring 2% to 5% of agent interactions for quality assurance, and sought a solution to score 100%.
When faced with these challenges, the team at GetixHealth knew they needed a modern communication channel that would improve operations, boost retention, and enable them to scale. The existing platform was being phased out, creating the perfect opportunity for GetixHealth to make a critical decision about the future of its contact center.
The roadmap to growth: Choosing Webex
GetixHealth looked at a few different options for a solutions partner, including competitors like Genesys and NICE, but they fell short in understanding the company’s business needs.
“Cisco leapfrogged all other competitors and was able to deliver on the specifications, as well as the feature sets that were critical for continuing our lines of business,” said Tan.
GetixHealth chose a comprehensive Webex solution, including Webex Contact Center and Workforce Optimization. It initially implemented 550 premium seats, with plans to expand to 800 seats soon and, eventually, support nearly 3,000 agents.
Getix selected CXAS, its Cisco partner, because it demonstrated a comprehensive understanding of both cloud architecture and the telephony foundations other partners overlooked—SIP trunks, routing, carrier strategy, and call flows. CXAS provided end-to-end architectural guidance, ensuring the entire telephony and cloud ecosystem worked together seamlessly. After a 10-minute whiteboarding session with CXAS leadership, GetixHealth recognized CXAS’s expertise and chose the team as its implementation partner for Webex Calling and Webex Contact Center. CXAS partnership ensured GetixHealth could modernize confidently with a fully aligned architecture and deployment strategy.
This integration also included AI and AI Agents to manage Tier 1 interactions, reduce manual workloads, and provide post-call wrap-ups. Quality management teams can now leverage AI to score 100% of agent interactions, compared to only 2% to 5% previously.
Having a way to streamline communication across time zones and around the world, while ensuring a consistent employee and client experience, was critical. “Webex Contact Center is core to our business,” said Tan. “We operate 24/7 call centers for our clients domestically, as well as in India.”
GetixHealth additionally selected the entire Webex Suite, including Webex Meetings, Webex Messaging, and Webex Calling for supervisors and above to enable seamless communication across global teams. The team can now communicate with teams inside and outside the contact center, making it easy for the contact center to speak with both customers and the internal team. Cisco devices like Room Kits and Desk Pros, as well as ThousandEyes and Meraki Security, are the icing on the cake, doubling down on data protection and enhancing collaboration.
Webex’s innovative vision for AI, automation, and customer experience far outpaced competitors, helping to skyrocket GetixHealth’s business and ensure it meets its growth goals. On top of that, the solution offers the scalability needed to support the expected workforce additions and the flexibility to adapt as customer demands shift.
With the assistance of the Webex team, the integration was seamless. The interoperability with existing Cisco infrastructure, like routing, switching, and Meraki security, made it the perfect fit for GetixHealth.
Transformative outcomes for now and in the future
While this integration is still new, GetixHealth has already seen changes in performance and employee experience, and anticipates further improvements in the near future. The company expects to reduce call wrap-up times from five to seven minutes to just one minute, significantly improving efficiency and freeing agents to handle more customer interactions.
With AI agents projected to manage 20% to 30% of Tier 1 interactions, human agents will be able to focus on more complex Tier 2 and Tier 3 inquiries, enhancing both productivity and employee satisfaction. This shift is also expected to lower attrition rates by reducing repetitive workloads and creating opportunities for upskilling. Additionally, AI-powered analytics will highlight areas for improvement with deeper insights into agent performance.
Facing outdated systems and rapid growth, GetixHealth needed a modern, scalable solution for its 24/7 operations. After moving to Webex Contact Center, the organization achieved a 70% reduction in dropped-call complaints. Now piloting Cisco’s Webex AI Agent in beta, GetixHealth plans to further automate processes, expand analytics, and equip agents with advanced AI to enhance patient and staff experiences in healthcare financial management.
As GetixHealth continues to push the envelope forward in the revenue cycle space, Webex will be working alongside them to ensure the team always has the most modern, helpful tools available.
“Moving from the legacy platforms that were on-premises and then shifting that workload over to Cisco definitely gave us an improvement in uptime,” said Tan. “We went from 20 hours of downtime a year to 100% uptime, just by moving this paradigm.”
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