Customer Success Operations Consulting for Healthcare

Improve Retention, Boost Revenue, and Follow Healthcare Regulations

Customer success in healthcare extends far beyond high marks on a satisfaction survey. It’s about ensuring consistent and compliant service that’s operationally strong and strategically aligned. Whether you support payers, providers, or a healthcare technology platform, long-term retention and expansion depend on structured onboarding, meticulous tracking, and risk-aware processes.

Customer Success Challenges in Healthcare

Post-sale operations in healthcare face intense regulatory scrutiny, complex onboarding workflows, and critical patient or provider relationships. These factors lead to challenges such as:

Inconsistent onboarding methods across patient or provider types.
Limited insights into risk, usage, or satisfaction metrics.
Manual renewal and support workflows that cause delays.
A customer support system that’s disconnected from sales and billing.

We address these issues by creating centralized, proactive systems that increase visibility and retention.

InTandem delivers exceptional, healthcare-specific Customer Success Operations (CS Ops). We consult organizations looking to reduce customer attrition, support renewals, and scale with confidence. Our experts will help you align post-sale processes with your financial goals and regulatory obligations, turning CS into a powerful, revenue-generating machine.

How We Support Customer Success in Healthcare

Onboarding Design & Delivery

We design onboarding workflows that provide consistent experiences across client segments while meeting documentation and compliance requirements.

Standardized onboarding for providers, partners, or patients.
Onboarding metrics aligned with time-to-care and satisfaction scores.
Templates and documentation built to meet HIPAA and regulatory standards.

Health Scoring & Risk Insights

Our experts implement health scoring models that combine patient or provider engagement, system usage patterns, and support history to identify risks. These can be used to highlight opportunities for care or service expansion.

Scoring logic calibrated to the needs of your specific organization.
Alerts for customer churn risk, service gaps, and marketing opportunities.
Seamless integration with CRM and EHR systems.

Renewal, Upsell, & Expansion Strategies

We help healthcare customer success teams identify and act on growth opportunities, using workflows that allow every department to become better aligned.

Playbooks for renewal and expansion conversations.
Automated campaigns triggered by milestones, contract status, or usage
Improved collaboration with finance, clinical, product, and sales teams to execute on shared goals.

CS Tool Suite & Workflow Optimization

No matter what platform you’re using, we’ll help configure and optimize your software to support scalability and member success operations.

Gainsight, ChurnZero, or Salesforce CS tool configuration.
Dashboard setup for lifecycle tracking and account prioritization.
Admin services for ongoing management and expansion.

Organizations We Support

Our CS Ops professionals know how to operationalize success for healthcare companies managing high-touch, sensitive, and clinically complex patient funnels.

Why InTandem for CS Ops in Healthcare?

Compliance-Ready Success Procedures

We design CS functions with incorporated audit trails, documentation protocols, and safeguards that align with HIPAA standards and other regulations.

Patient Retention Meets Revenue Enablement

Our customer success frameworks enhance the overall quality of care while supporting growth initiatives like service renewals, upsells, and patient engagement.

Complete GTM Integration

We align CS tools and reporting with care coordination, billing, marketing, and sales systems to deliver a unified view of patient and provider insights.

Customizable Engagement Options

Fractional CS Ops Support starting at 20 hours/month

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Full-Time Hiring for CS Ops managers, Gainsight admins, and analysts.

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Tap into the Expertise of 200+ Healthcare RevOps Specialists

Blaine

Areas of Expertise: Sales Operations, Marketing Operations, Project Management, Business Systems

Tools Experience: Marketo, Hubspot Marketing, Salesforce, Outreach, Salesloft, Pardot

Michael

Areas of Expertise: Sales Operations, Marketing Operations, CS/Support Operations, Sales Enablement, Project Management, Business Systems, Business Operations

Tools Experience: Monday.com, CaptivateIQ, Xactly, Microsoft Power BI, Salesforce Service Cloud

Nicky

Areas of Expertise: Revenue Operations, Go-To-Market Expert

Tools Experience: Hubspot, Salesforce, Gong, Salesloft, PowerBI, and Tableau

Let’s Develop a CS Program That Drives Value and Loyalty

We’re here to help you confidently increase organizational success over time. Work with us to retain, grow, and protect your most valuable healthcare relationships.