Not Just a Vendor. A True Extension of Your Team.
Imagenet solves the most persistent payer contact center challenges—from fragmented systems to high attrition—with smart staffing, real integration, and operational agility.
Seamless System Integration
Agents are trained inside your platforms—Epic, Salesforce, Talkdesk—using your logins to deliver branded, in-house-feeling service.
Operational Depth, Not Just Voice
We handle member/provider calls and enrollment, credentialing, data entry, and application tracking to ease your internal workload.
Rapid Deployment & Flexibility
We can launch new campaigns, policies, or platform support in days—not months—so you stay responsive and SLA-compliant.
Quick, Customizable, and Scalable
Our contact center solution integrates automation, multi-channel support, and advanced routing to deliver responsive member and provider engagement. Deployed within ~30 days, it helps reduce manual loads and scale efficiently to meet surges — all while improving response quality and consistency.
Capabilities at-a-glance
- Member & Provider Support
- Omni-Channel Engagement & Call Handling
- Credentialing & Verifications
Quality Assurance Score
Of Calls Answered in Less Than 30 Seconds
ABN Rate
Committed to Talent, Training, and Quality
We hire deeply experienced individuals with expertise specific to your needs, prioritize in-depth training on your protocols, and closely monitor agent interactions to ensure the highest quality interactions. We also meet with you weekly to discuss performance and share key metrics, including:
- Average handle time and hold time
- Number of calls handled
- Number of calls handled per agent
- Accuracy percentage and quality percentage
Case Study: Imagenet Rapidly Improves Contact Center Responsiveness
A not-for-profit health plan with 600,000+ members was preparing to open enrollment for a new plan. Even prior to the anticipated call surge, current contact center wait times stretched over three hours. We took over contact center operations and quickly hired 25 agents in just two weeks. The result: 85% of calls answered in less than 30 seconds and a 48% drop in abandoned calls.
Frequently Asked Questions
How does Imagenet integrate with a payer’s existing contact center systems?
Imagenet agents work directly inside your platforms, such as Epic, Salesforce, and Talkdesk, using your logins and workflows. This creates a seamless, in‑house experience without requiring new technology or system changes.
What types of support can Imagenet provide beyond call handling?
In addition to member and provider calls, Imagenet supports enrollment, credentialing, verifications, data entry, and application tracking—helping reduce internal workload and streamline operations.
How quickly can Imagenet deploy or scale a contact center team?
Imagenet can launch new programs or expand existing ones in weeks, not months. The team is capable of rapid hiring and onboarding, with past engagements scaling 25 agents in just two weeks.
What performance and quality metrics does Imagenet deliver?
Imagenet delivers performance and quality metrics that are customized to each client’s specific goals, regulatory requirements, and operational model. These benchmarks vary based on the type of work (e.g., member vs. provider calls), complexity, and overall program design. We align directly to our clients’ defined targets—your goals become our goals. As an extension of your team, we build and manage each program to meet those expectations while maintaining flexibility as needs evolve. We provide regular performance reporting and conduct ongoing reviews to ensure transparency, accountability, and continuous improvement.
How does Imagenet improve member and provider experience?
Imagenet improves member and provider experience by providing scalable staffing models that reduce wait times and improve first-call resolution. By aligning staffing levels to call volume and client needs, we help ensure faster access to support and more consistent, accurate interactions.