Services
Healthcare CX & Support Operations Consulting
Platinum Solutions Associates provides strategic CX consulting exclusively for healthcare organizations. From fractional leadership to full transformation assessments, every engagement is designed to deliver measurable results.
VP OF OPERATIONS / HEALTHCARE SAAS PLATFORM
How We Help Healthcare Organizations
01.
CX Transformation Assessment
Comprehensive diagnostic of your CX ecosystem with a prioritized transformation roadmap.
Who it’s for
Healthcare SaaS, medical device, or PE-backed portfolio companies whose support operations have outgrown the current model.
What’s included
- Operational diagnostic across people, process, and technology
- Customer journey + support metric analysis
- Prioritized roadmap with quantified business impact
- Executive findings presentation
Engagement
4–6 week sprint · Fixed-fee
02.
Fractional Director of Customer Support
Senior CX leadership on a flexible retainer — without the cost of a full-time hire.
Who it’s for
Healthcare companies that need senior CX leadership now — but aren’t ready for a full-time executive hire.
What’s included
- 10–20 hours per week of senior CX leadership
- Team coaching and process redesign
- Quarterly OKRs and performance reporting
- Hiring & onboarding support for permanent successor
Engagement
3–6 month retainer · Renewable
03.
Contact Center Optimization
Data-driven redesign of your contact center operations, KPIs, and quality frameworks.
Who it’s for
Healthcare contact centers struggling with rising AHT, escalation volume, or compliance / QA drift.
What’s included
- End-to-end ops diagnostic (volume, staffing, tooling, QA)
- Workforce planning and schedule optimization
- QA framework rebuild aligned to compliance requirements
- 90-day implementation runway with weekly reviews
Engagement
6–12 week project · Fixed-fee or milestone-based
04.
Voice of Customer Strategy
Structured VoC programs that turn patient feedback into actionable business intelligence.
Who it’s for
Healthcare organizations with feedback signals they aren’t acting on — or no structured VoC program yet.
What’s included
- VoC program audit (existing surveys, listening posts, signals)
- Patient and caregiver journey mapping
- Closed-loop feedback architecture
- Executive dashboards tied to business outcomes
Engagement
8–10 week build · Knowledge transfer included
PE-Backed Portfolio Support
Pre-close diligence through value creation — operational support tailored to PE-backed healthcare portfolio companies.
Who it’s for
Private equity firms and their healthcare portfolio companies — pre-close through value-creation phase.
What’s included
- Pre-close CX diligence with risk-adjusted recommendations
- 100-day operational stabilization playbook
- Portfolio-level benchmarking and reporting
- Operating-partner-style support across multiple holdings
Engagement
Project-based or annual partnership · Flexible commercial structure
Healthcare Technology Integration
Strategic advisory for evaluating, implementing, and adopting AI and CX technologies in regulated healthcare environments.
Who it’s for
Healthcare organizations evaluating, implementing, or rationalizing AI and CX technology stacks (chatbots, agent assist, knowledge management).
What’s included
- Vendor evaluation and RFP support
- Integration roadmap with regulatory considerations
- Change management and adoption planning
- Post-launch performance review
Engagement
6–10 week advisory · Optional implementation phase
Testimonial
What Clients Are Saying
— VP of Operations / Healthcare SaaS Platform
— CEO / PE-Backed Medical Device Company
— Director of Customer Experience, Pharmacy Technology Company
Chief Operating Officer, Multi-Site Home Health Organization