U.S. CPAP therapy provider
This client runs one of the most comprehensive CPAP therapy programs in the United States. Centro has supported its patients for eight years, growing from a small pilot to a program that covers the full therapy journey from referral to quarterly resupply.
Really impressed with how quickly we can hire since you always have a fresh batch of candidates.
VP, OperationsU.S. CPAP therapy provider
Measured results
Figures reported by the client program. Read how it happened
The challenge
Nearly half of people prescribed a CPAP machine were using it less than the minimum required each night, and many patients struggled to keep up with doctor follow-ups and resupply.
The provider needed a partner that could protect patient satisfaction and quality, retain skilled agents and grow with it year after year.
Centro’s response
Centro launched from the Philippines with medical records and patient relations, then added billing, customer service, Spanish support, referral intake, out-of-network billing and continuous glucose monitoring (CGM).
Role-based training programs and resource libraries, automated call monitoring with weekly process audits, satisfaction surveys and a joint planning forum keep quality and capacity aligned.
Today the program covers ten voice queues and three back-office functions, including four Spanish queues.
The result
The same delivery team has stayed with the account through every migration and expansion.
The partnership has also moved beyond respiratory care for the first time, with end-to-end CGM order processing.
How the partnership grew
“You both made it so easy to get everyone up and going first thing without any questions.”
Director of OperationsU.S. CPAP therapy provider
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