iQor Helps Healthcare Organizations Resolve the Friction Behind Rising Denials and Delays
AI-Enabled Interaction Intelligence Helps Providers and Payers Reduce Avoidable Contacts, Protect Revenue and Scale for
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FT. LAUDERDALE, Fla., Oct. 14, 2026 (GLOBE NEWSWIRE) — iQor, a global leader in customer experience business process outsourcing, today highlighted how its healthcare customer experience (CX) programs help providers, payers and life sciences companies resolve the operational friction behind access and authorization delays, staffing shortages and enrollment volatility. Labor shortages, claim denials, prior authorization backlogs and regulatory change are straining healthcare organizations’ margins and patient experience alike.
Healthcare organizations are contending with mounting cost and compliance pressure. Hospitals spent an estimated $43 billion trying to collect insurer payments for care already delivered in 2025, including nearly $18 billion to overturn claim denials, according to the American Hospital Association. Patients are absorbing a parallel share of that strain: ACA Marketplace insurers proposed a median 18% premium increase for 2026, more than double the 7% increase proposed the year before, and a January 2026 poll found two-thirds of insured adults say delays and denials by health insurers are a major problem, with one-third saying they’ve personally had a claim denied in the past two years, according to KFF. Each avoidable delay or repeat contact adds work for healthcare teams and uncertainty for patients and members already concerned about cost and access.
“A denied claim or a missed prior authorization is rarely just an isolated issue. It can be a sign of a workflow problem somewhere upstream,” said Ben Roberts, executive vice president operations at iQor. “The opportunity is to identify those patterns earlier so our clients can address the root cause instead of continuing to work through the downstream volume it creates.”
iQor’s healthcare programs pair agentic automation with specially trained healthcare specialists and real-time interaction analytics to help clients resolve complex patient and member needs, reduce avoidable contacts and protect revenue without compromising compliance. Insights iQ analyzes 100% of interactions to identify recurring issues in eligibility, authorization, claims, scheduling and billing before they surface potential breakdowns earlier. Agentic iQ handles high-volume, routine tasks, while Human iQ supports the complex, sensitive interactions that require judgment and empathy.
iQor supports 29 healthcare clients across providers, payers and life sciences organizations. Its healthcare programs have achieved 96% of client key performance indicators and scaled to 500% of baseline staffing during demand surges, with HIPAA-trained teams operational in as few as 30 days.
As healthcare organizations prepare for continued membership retention volatility, increased Medicaid eligibility redetermination to include additional work requirement verification beginning in 2027 and growing demand for cost-effective, compliant support, iQor continues to expand its healthcare CX capabilities across nearshore and offshore delivery markets. For more information about iQor’s healthcare customer experience solutions, visit www.iqor.com/industries/healthcare.
About iQor
iQor is a trusted partner in customer experience solutions for global brands and a portfolio company of Mill Point Capital. With 45,000 employees across 10 countries, iQor combines three decades of expertise with AI-driven innovation to optimize performance across the entire customer lifecycle. Through its three delivery pillars — Grow, CXBPO, and infinityAiQ — iQor delivers scalable solutions that drive acquisition, engagement, and retention. Powered by advanced analytics and a people-first culture, iQor transforms customer interactions into measurable growth. Recognized as a Great Place to Work® and a leader in CX excellence, iQor empowers brands to grow smarter. Learn more at iQor.com.
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