Workforce Engagement
Empower your workforce to engage more effectively with customers in the contact center, branch, and back office operations.
Healthcare Workforce Solutions for Customer and Patient Experience
Verint helps health insurers and healthcare providers unify contact center, back office, and digital operations on one HIPAA-compliant platform. Improve member and patient experience, reduce costs, and stay ahead of evolving compliance requirements.
Data security and compliance with HIPAA
Verint Voice of the Customer (VOC) is compliant with the privacy and security requirements set forth in the Health Insurance Portability and Accountability Act (“HIPAA”) and the Health Information Technology for Economic Clinical Health (“HITECH”) Act. For Covered Entities and Business Associates subject to HIPAA and HITECH, Verint VOC solutions provide processing, transmitting, and storing electronic protected health information (“ePHI”) which supports our customers HIPAA compliance. Upon request, Verint will execute a business associate agreement (“BAA”) which specifies HIPAA and HITECH related commitments for ePHI processed, transmitted or stored by Verint VOC.
Healthcare Workforce Management
Enterprise healthcare workforce management software
Verint delivers healthcare WFM through AI‑driven, enterprise‑grade healthcare workforce management software built for the realities of health insurers and providers. From member services and patient access to claims and back‑office operations, Verint helps healthcare organizations staff accurately, adapt quickly, and stay compliant—without sacrificing employee engagement or service quality.
AI‑powered forecasting for healthcare demand patterns
Healthcare demand is seasonal, regulatory‑driven, and increasingly digital. Verint uses AI‑powered forecasting to model complex healthcare demand signals, including Medicare AEP surges from October through December, open enrollment cycles, prescription renewals, telehealth adoption, and claims volume fluctuations.
By learning from historical patterns and real‑time data across channels, Verint enables healthcare contact centers to anticipate demand with greater precision – reducing overstaffing, avoiding service bottlenecks, and maintaining access for members and patients during peak periods.
Compliance‑aware scheduling for regulated healthcare environments
In healthcare, workforce decisions are compliance decisions. Verint supports compliance‑aware scheduling that accounts for HIPAA training requirements, credentialed roles, and audit‑ready documentation.
Schedules can reflect eligibility rules based on training currency or role‑based access needs, while maintaining clear records for audits and regulatory reviews. This helps healthcare organizations protect PHI, minimize risk, and operate with confidence in highly regulated environments.
Real‑time intraday adjustments for rapid demand shifts
Healthcare demand can change without warning – driven by regulatory announcements, policy changes, public health events, or enrollment‑related surges. Verint enables real‑time intraday management so workforce teams can adjust forecasts, rebalance workloads, and update schedules as conditions evolve.
These adjustments propagate quickly across channels and teams, helping healthcare organizations maintain service levels, control costs, and respond effectively to sudden volume spikes – without manual rework or operational disruption.
Healthcare CX and Patient Experience
Member experience for health insurers
Health insurers face intense member experience pressure during Medicare Annual Enrollment Period, open enrollment, and claims surges. Verint Intelligent Virtual Assistant enables digital‑first member engagement by accurately handling high‑volume inquiries around coverage, eligibility, and benefits across channels. When live support is required, Coaching Bot provides real‑time agent guidance to ensure responses are compliant, consistent, and policy‑aligned.
Patient experience for healthcare providers
Healthcare providers must deliver patient experiences that are accessible, accurate, and compliant across every interaction. Verint IVA supports patients through self‑service by answering routine questions, guiding next steps, and escalating when clinical or operational complexity requires it. During live interactions, Coaching Bot helps agents deliver clear, compliant communication in scheduling, access, and support workflows.
“Verint Workforce Optimization has helped us create a holistic management and reporting structure across our entire customer service operations—both contact centers and back office—to drive operational efficiencies and improve the customer experience.”
Featured case studies
Featured solutions
Experience Management
Analyze and act on customer feedback across channels to identify and respond to issues and enhance engagement.
Verint Conversational AI
Empower customers to help themselves faster and with less effort.
Compliance
Support regulatory requirements in your contact center, financial trading, emergency response, and other operations.
Frequently asked questions
Healthcare workforce management (WFM) helps healthcare organizations forecast demand, schedule staff, and manage performance across contact center and back‑office operations. It accounts for healthcare‑specific factors such as seasonal enrollment surges, claims processing volumes, credentialed roles, and compliance requirements – ensuring the right staff are available at the right time while controlling costs and maintaining service quality.
Member experience applies to health insurers and focuses on enrollment, benefits, claims, and ongoing plan interactions. Patient experience applies to healthcare providers and covers access, care delivery, and follow‑up. The difference reflects distinct journeys, metrics, and regulatory priorities – such as Star Ratings for insurers versus access and continuity of care for providers.
Verint supports HIPAA compliance through healthcare‑grade security controls, including Business Associate Agreements (BAAs), role‑based access, encryption, secure data residency, and audit logging. Features such as pause‑and‑resume recording, real‑time agent guidance, and approved automation help organizations protect PHI while maintaining compliant, high‑quality customer and patient interactions.
Healthcare contact centers prepare for Medicare Annual Enrollment Period by forecasting demand accurately, scaling digital self‑service, and scheduling skilled agents for enrollment‑related interactions. Verint helps organizations handle AEP surges through AI‑powered forecasting, intelligent automation, and real‑time intraday adjustments – maintaining service levels without over‑staffing or compliance risk.
Healthcare‑specific workforce management features include compliance‑aware scheduling, credential‑based role assignment, healthcare demand forecasting, and real‑time intraday controls. These capabilities support regulated workflows such as claims processing, member services, and patient access, while maintaining audit readiness and ensuring only trained, authorized employees handle sensitive interactions.
Verint integrates with healthcare systems using the open and CCaaS‑agnostic CX Automation Platform that connects to claims platforms, CRMs, and operational systems. These integrations enable unified visibility across contact center and back‑office workflows, support accurate routing and scheduling, and help healthcare organizations deliver connected, compliant experiences across channels and teams.
Learn more about Healthcare Workforce solutions today!
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