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SPECTRAFORCE Captures 42% Market Share in High-Volume Healthcare Staffing for Patient Support Operations

  • 10 Min Read

183

hires in 2023

90%

assignment completion rate

42%

supplier market share

Overview

A global biopharmaceutical company that split from its large parent organization in 2013 partnered with SPECTRAFORCE to support its expanding Pharmacy Operations group focused on enhancing patient access to life-changing therapies. As part of a competitive supplier initiative, SPECTRAFORCE was selected in September 2021 alongside two other firms to staff specialized positions such as Insurance Analysts, Patient Care Coordinators, and Patient Assistance Counselors.

Through its tailored recruitment model, including staff augmentation, bulk hiring, and contract-to-hire services, SPECTRAFORCE rapidly delivered high-quality talent. Within a short span of two years, the company emerged as the top-performing staffing partner for this biopharm giant, capturing 42% of total requisitions by 2023 and maintaining industry-leading metrics in assignment completion and retention.

Challenge

To support increased demand for its patient support programs, the client needed to scale its contingent workforce rapidly across critical roles. This had to be achieved while maintaining stringent quality standards and with minimal disruption to patient care, while also being cognizant of in-house recruitment team bandwidth. Key challenges included:

  • High-volume hiring needs across multiple patient-facing functions
  • Complex job requirements involving insurance knowledge, CRM systems, and prior authorizations
  • Fast ramp-up to meet patient needs without gaps in service
  • High retention and compliance in a time-sensitive environment

Solution

SPECTRAFORCE implemented a high-touch, round-the-clock staffing strategy tailored to the biopharm company’s operational and clinical needs. The solution included:

  • Healthcare-Focused Fulfillment
    Deployed a 24/7 delivery team to meet continuous hiring demands while maintaining high candidate quality. Tapped into a pre-vetted talent pool with experience in healthcare, patient services, and CRM-driven workflows.
  • Strategic Role Alignment
    Aligned talent pipelines to complex job specifications, including Insurance Analyst I & II roles requiring expertise in benefits verification, prior authorizations, and claims management.
  • Technology-Driven Efficiency
    Leveraged proprietary AI tools and integrated CRM workflows to streamline sourcing, accelerate screening, and reduce submission timelines, enabling fast, high-quality placements at scale.
  • Scalable Delivery Model
    Supported ongoing hiring waves for a nationwide patient assistance program, expanding the number of Patient Care Coordinators and Assistance Counselors as new therapies launched and patient volumes increased.
  • Retention-Centric Execution
    Prioritized candidate stability and long-term alignment, helping reduce attrition and ensure consistent support in a high-impact, patient-facing environment.

Impact

  • Sustained Workforce GrowthOver three years, SPECTRAFORCE helped scale the client’s operations by filling 31 of 60 roles in late 2021, 80 of 185 in 2022, and 183 of 438 in 2023, consistently leading over peer vendors.
  • Market-Leading Vendor PerformanceIn 2023, SPECTRAFORCE captured 42% of all requisitions, outperforming the two other approved suppliers, who fulfilled just 34% and 24% respectively.
  • High Assignment CompletionAchieved a 90% assignment completion rate in 2024, reflecting strong candidate fit, preparedness, and workforce reliability across high-volume roles.
  • Low Attrition in Challenging RolesMaintained a 15.79% attrition rate in 2024, a notable result given the high-turnover nature of call center and patient support environments.
  • Uninterrupted Patient SupportStable staffing and efficient onboarding enabled continuity in critical care programs, ensuring smoother patient journeys and stronger provider relationships.

Key Learnings

Healthcare domain expertise is critical when staffing patient-facing roles involving insurance, benefits, and specialty medication support. With SPECTRAFORCE as a partner, speed and quality are not mutually exclusive — a dedicated delivery team with healthcare staffing experience ensured both for the client.

Scalable staffing strategies must be paired with flexible workforce models to support growth in dynamic clinical settings.

Looking Ahead

As patient access programs expand globally, SPECTRAFORCE remains committed to delivering agile, compliant, and patient-first staffing solutions. Whether scaling a call center or sourcing specialized insurance experts, SPECTRAFORCE is a strategic talent partner built for healthcare’s next chapter.

Need high-impact staffing for your healthcare operations?
Contact us at sales@spectraforce.com or visit www.spectraforce.com.

© SPECTRAFORCE 2025

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