The healthcare industry has seen a drastic shift in its operations and communications over the last seven months. Since the beginning of the COVID-19 pandemic, many routine healthcare office visits quickly shifted to telehealth and need-based care. The need for virtual resources and customer service representatives to handle large call volumes drastically increased. Companies that were able to quickly adjust and adapt early on have seen greater success in the efficient management of patients and their customer service needs. The difference between a positive patient experience and a negative one can be easily swayed by an experience with a customer service representative and their ability to problem solve.