Dermatology & Surgical
Patient Contact Center
Clinics across 26 states
Workforce expense reduction
Quality through implementation
How a 230+ clinic dermatology and surgical group scaled patient-facing support without losing care quality — the challenge they faced, where the engagement focused, the partnership that delivered it, and the results that followed.
In 2024 the group set out to move key contact center functions to a trusted offshore partner in the Philippines — improving patient satisfaction while lowering cost to serve. Corporate leadership led the transition; some providers were cautious about moving patient-facing work.
A large clinic footprint meant patient scheduling, billing and payment calls at volume. Staffing that volume in-market carried a cost the group could not keep scaling.
The initiative targeted average speed to answer and average handling time. Lower cost could not come at the expense of the patient on the call.
While corporate leadership led the transition, some providers were initially cautious about moving patient-facing services offshore — trust had to be earned in production
Knack took on the connected areas of patient-facing work, each scoped to clinic preferences and provider workflows rather than run as a generic queue.
Patient scheduling aligned to clinic preferences.
Success depended on six operating outcomes: customer-centric goals, complete knowledge transfer, integration into existing teams and systems, aligned staffing and training, managed patient and billing risk, and timely access to client tools and portals.
The solution rested on three pillars — resource identification, integrated training, and collaboration with client leadership — not a generic, hands-off engagement.
A rigorous recruitment process secured experienced customer service representatives, led by managers with five or more years in the work. Supervisor and QA support was held at a 1:10 ratio for close oversight.
Daily training sessions, documented SOPs and skill certifications rolled out in three phases by process complexity: billing and payments, then scheduling by clinic and specialty group, then technical support.
Account managers ran day-to-day client communication, monitored service quality and efficiency, and drove improvements — backed by client services, reporting and analytics, workforce management and QA specialists.
What changed: the group scaled patient-facing support without losing the human touch, and freed internal teams to focus on the most complex work.
Reduction in workforce-related expenses across the supported scope.
Quality throughput across implementation and production.
Reduction in handle time and speed to answer.
Recognised for commitment, attention to detail and consistent care.
Share a few high-level metrics and we’ll show you where specialty-intelligent, AI-native support can move the numbers — speed to answer, handling time, quality and cost to serve.