Case studies

We’ve done it for them, we’ll do it for you.

Get a closer look into how it works with ista.

Talent acquisition

Sourcing the best.

We work closely with you to understand your unique needs and create a recruitment profile that reflects your requirements and attracts top talent. Our skilled recruiters employ a variety of cutting-edge techniques to assess each candidate's skills and qualifications, ensuring they're the perfect fit for your team. With a proven track record of success and a commitment to excellence, we're ready to take your business to the next level.

Training

Workflows that work.

We know that learning the ropes can be tough and that's why we go above and beyond to ensure our employees have access to the tools and resources they need to excel. We carefully record every single session and create custom curriculum materials that are used for training and a reference library for continuous education. No detail is too small - we cover everything from the basics to the most complex topics.

Operational excellence

Scalability that lasts.

Our Business Development Department, OPEX is committed to minimizing your training investment by providing expert trainers and instructional designers. They create learning modules and assessments to establish standards for your back-office team. OPEX is the backbone of our mission to ensure operational excellence, and longstanding success.

Compliance

On-site results.

We believe that accountability is key, which is why we hold ourselves and our team members to the highest standards. Our Compliance Department keeps processes running like clockwork, ensuring that every member of your team is performing at their best and troubleshooting any issues that arise.

Employee experience

Culture that breeds success.

We know that hiring top-notch talent and providing them with all the bells and whistles is important, but it's all for naught if the environment they work in isn't up to snuff.That's why at ISTA we believe that the employee experience is just as important as the client experience. It's our duty to provide a workplace that's safe, enriching, and fun for everyone, no matter their position.

Case study 1:

This client was struggling with the quality of customer support they were providing with their offshore team. We helped develop a customized application that allowed this company to better serve their customers.

The challenge

A 200+ employee medical billing company outsourced its services to India but was unhappy with the quality of support they were receiving. The company faced several issues due to the lack of attention to detail, unavailability of support, and a clear chain of command. The absence of a hierarchical system made it difficult for the company to seek support and guidance whenever required. They faced problems with one of their processes, and their service provider could only suggest simplification. This made it clear that the company required a more effective and engaged partner.

The Results

The Solution

The solution

After partnering with ista the company felt that this was not just a mere transactional relationship but a true collaboration that resulted in the company achieving its goals and targets. The company related that “one of the most impressive aspects of working with ista was the degree of attention to detail that they brought to the table. Our team leader, Debbie, was like a guardian angel who was always there to ensure that every aspect of our account was taken care of. Her unwavering commitment and dedication to the company's success were palpable and inspiring. Furthermore, ista's unique approach to problem-solving was a breath of fresh air. Rather than just providing generic solutions, they took the time to understand our company's pain points and developed a custom app that catered specifically to our needs”.

The Challenge

The Results

The results

ista not only resolved the company's process-related issues but also gave them a competitive edge in their industry. The partnership with ista was a complete game-changer for the company. It provided them with the peace of mind that comes with having a true partner in business, one that is fully invested in their success and growth. The company can now focus on its core competencies, knowing that ista has their back every step of the way.

The Solution

The Challenge

The challenge

A bustling long-term care laboratory was in dire need of a reliable partner to handle its high volume of critical result calls, inbound inquiries, and special projects. Despite trying several outsourcing partners in the past, the lab struggled to find a consistent, quality service that could keep up with their demanding workload.

The Results

The Solution

The solution

When ista stepped in to collaborate with the lab, we quickly identified process gaps. For example, critical results were just being thrown into a shared email abyss with no way to fast-track urgent cases or keep track of the status of pending, in-progress, or completed tasks. ista came up with practical recommendations and developed a bespoke app to streamline the collation and tracking of results, as well as monitor where they were in the process.

The Challenge

The Results

The results

Thanks to the innovative solution provided by ista, team leads and managers gained full visibility into the process, enabling them to pinpoint areas that required attention. Additionally, the app facilitated speedy and accurate work for agents, resulting in an overall improvement in efficiency and effectiveness. The lab was able to enhance its level of service to clients while minimizing staffing requirements thanks to the higher output and reduced payroll costs that came with an optimized workflow.

The Solution

The Challenge

Case study 2:

This client's offshore team was unable to handle their high volume of contact requests. We identified gaps in their process and created a system to better track tasks and make more time available to their customers.

Case study 3:

This client required round-the-clock medical monitoring for their nursing home residents but their current staffing model wasn't able to support the level of care that was required. We worked with them to create a new staffing model, which better allowed for 24/7 monitoring.

The challenge

An innovative NP Services company had launched an exciting new product and service for nursing homes that required round-the-clock monitoring of resident vitals. However, with no historical data available to forecast volume trends or patterns, the company was apprehensive about making a large investment in the pilot, given the uncertain future and viability of the service. The staffing and schedule needed to be flexible to accommodate any changes that surfaced.

The Results

The Solution

The solution

Thankfully, ista had the perfect solution to tackle this challenge. We worked with the company to create several staffing models, each offering various coverage options and schedules to suit their specific needs. Ultimately, ista presented a low-cost, reliable staffing option that allowed for the necessary 24/7 coverage while minimizing the initial headcount.

The Challenge

The Results

The results

Because of this innovative approach, the company was able to launch its new service on time and with flying colors. They could now give the new product the time it needed to grow and flourish, all while having the confidence that they had a reliable partner to scale up quickly, should the need arise. In addition, they had the flexibility to scale down operations as needed, without worrying about the impact of internal layoffs. With ista's assistance, the company was able to navigate the uncharted territory with ease and confidence, leading to a successful outcome.

The Solution

The Challenge

The challenge

Healthcare companies have been hard hit by the pandemic, with finding and retaining clinical staff becoming increasingly difficult, especially in the nursing sector. A home care agency in New York was feeling the pinch as they struggled to keep up with their growing business, due to a shortage of registered nurses to process new patient intakes.

The Results

The Solution

The solution

Fortunately, ista had the perfect solution to tackle this problem. Leveraging our strong background in the healthcare space, with a particular emphasis on nursing staff, we recruited and hired qualified, licensed registered nurses. Our team was able to tap into the vast pool of highly skilled nurses with extensive clinical backgrounds in the Philippines, many of whom hold either a Philippine or US license.

The Challenge

The Results

The results

With ista's expert assistance, the agency was able to successfully train their team in the intake process, which enabled them to process more patients and provide them with the in-home care they so desperately needed. Our program proved to be a smashing success, allowing the agency to double the size of its team within just one year. Moreover, our ista nurses were ranked among the top performers in their entire intake department in terms of volume and accuracy, demonstrating our team's high level of competence and expertise.

The Solution

The Challenge

Case study 4:

This client was severely impacted by COVID-19 and had trouble finding and retaining quality employees. We helped recruit and hire qualified individuals with extensive clinical backgrounds.

"ista stands out for unparalleled attention to detail, meticulous attendance, and superpower communication. They are always available to address any concerns or challenges that we encounter, and their communication is consistently clear, concise, and effective.

‍One of the most notable aspects of ista's service is the team’s weekly progress monitoring and error management sessions. This level of oversight ensures that things run smoothly no matter what crops up. If any errors or issues arise, ista takes full accountability and works proactively to address them.

Overall, we have been very impressed with ista's services and highly recommend them.”

— Rivky Reich, Director of Operations, CHEMED Health Center

Case studies

We’ve done it for them, we’ll do it for you.

Talent acquisition

Sourcing the best.

Training

Workflows that work.

Operational excellence

Scalability that lasts.

Compliance

On-site results.

Employee experience

Culture that breeds success.

Case study 1:

The challenge

The solution

The results

The challenge

The solution

The results

Case study 2:

Case study 3:

The challenge

The solution

The results

The challenge

The solution

The results

Case study 4:

— Rivky Reich, Director of Operations, CHEMED Health Center

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