Case study · Healthcare

How Culturally Aligned CX Drove Medicare Member Engagement

A Medicare Advantage provider serving diverse Asian American populations partnered with Fusion CX for in-language, culturally fluent member support, driving a 250% increase in wellness visit engagement and a 98% QA score.
Download the case study Talk to an expert
Senior Medicare member talking with an in-language member care agent by phone
250%
increase in wellness visit engagement
Client
Medicare Advantage provider serving Asian American communities
Industry
Healthcare · Medicare Advantage
Services
Multilingual inbound and outbound member support, AWV outreach
Delivery
The results

Members engaged when they felt understood.

Measured outcomes from in-language, culturally aligned CX.
250% | increase in wellness visit engagement 6x | increase in call volume 5x | productivity jump in 30 days 98% | QA score vs. 85% target 15k+ | providers joined the network 3 | languages: Korean, Mandarin, Cantonese
01Challenge

Language and cultural gaps were keeping members from preventive care.

The plan blended Western clinical care with Eastern wellness philosophies, but lacked the CX infrastructure to engage members in-language and in-culture. Too few Mandarin, Cantonese and Korean-speaking agents, and support that didn't reflect members' values, left Annual Wellness Visit participation far below benchmarks.

Language gaps

Too few Mandarin, Cantonese and Korean-speaking agents.

Cultural disconnects

Standard support missed members' values and care preferences.

Wellness visit drop-offs

AWV participation was far below benchmarks.

Member trust

Members hesitated to ask questions or schedule visits.

02Solution

Multilingual, culturally fluent support built around the members.

Fusion CX launched a customized solution built on cultural intelligence and multilingual precision. Inbound and outbound agents fluent in Korean, Mandarin and Cantonese, hired for their ties to the communities served, used scripts mapped to the client's hybrid care approach and ran focused AWV outreach.

In-language support

Agents fluent in Korean, Mandarin and Cantonese.

Culturally competent staffing

Representatives with deep ties to the communities served.

Eastern wellness alignment

Scripts and training reflecting the hybrid care approach.

Proactive AWV outreach

Campaigns nudging members to schedule wellness visits.

03Impact

When members felt understood, engagement followed.

Call volume rose 6x as members responded to support that spoke their language. Wellness visit engagement increased 250%, agent productivity jumped 5x in 30 days, and the team reached a 98% QA score in the first month against an 85% target.

Fueled by higher member satisfaction and engagement, more than 15,000 providers joined the network, showing that even underserved member segments can become empowered healthcare decision-makers.

With the right cultural context, language becomes a bridge, not a barrier.

04Key insights

What other programs can take from this.

  • Representation drives engagement: in-language agents with cultural fluency can radically increase member trust and interaction.
  • Preventive care starts with outreach, as members guided in familiar terms take part in wellness visits and screenings.
  • Productivity and empathy can coexist with the right training.
  • For diverse Medicare populations, culturally aligned CX is the foundation of successful care engagement, not an add-on.
  • Multilingual support is a growth lever that can lead to expanded networks, improved Star ratings and long-term loyalty.
Download the full case study

In this case study, you’ll see:

The barriers to member engagement in diverse Asian American communities
How in-language, culturally aligned CX and proactive AWV outreach transformed outreach effectiveness
The measurable outcomes: 6x call volume, 250% more wellness visit engagement, 5x productivity in 30 days, a 98% QA score and 15,000+ providers added to the network
PDF
Medicare Advantage Provider
Case study · Healthcare

Get your copy

Tell us where to send it. The download starts right away.

    Phone *

    Thanks! Your download is ready.
    Open the PDF

    The Fusion CX‑factor

    40+delivery locations
    13countries
    28languages supported
    22years in CX
    More case studies

    More results like this.

    See how other brands scale support and protect quality with Fusion CX.

    View all case studies
    Peak-season customer care team for a heritage apparel retailer, agents in headsets beside racks of coats and knitwear

    How a Heritage Apparel Retailer Ramped 150 Agents in 8–10 Weeks for Peak Season

    2026-02-09
    To meet holiday demand, Fusion CX provided a heritage apparel retailer with rapid seasonal scaling. This strategic partnership ensured consistent service during peaks and successfully transitioned into a cost-effective steady-state model.
    150
    agents ramped in 8–10 weeks
    150 | agents ramped for peak season 8–10 | week holiday ramp window 100 | FTE steady-state model
    Customer care agent supporting a bridal fashion shopper, with wedding gowns on display behind her

    Scaling Seasonal CX for a Global Bridal Fashion Retailer

    2026-01-29
    A leading U.S.-based online bridal fashion retailer partnered with Fusion CX to transform and scale its customer support operations during extreme seasonal demand spikes. As inquiry volumes surged during peak “Engagement Season,” the brand needed a centralized, agile CX model…
    Peak-season ready
    centralized, agile CX model
    1
    4x | seasonal inquiry spikes absorbed 0 | service disruptions at peak 24/7 | support coverage 3 | channels per cross-trained agent 1 | partner replacing multiple vendors

    Ready to make CX your advantage?

    Tell us what your queues look like today. We’ll come back with a plan for staffing, AI and locations, and what it should cost.

    Get Started
    Contact sales
    Or call +1 (855) 200-9168
    Smiling support agent in a headset talking with a customer at her laptop
    Our teams are online 24/7