More than answering calls
We believe healthcare technology and Medicaid programs work best when every dollar of investment that goes into technology and innovation is working as hard as possible. That's why we've built Epiphany from the ground up to serve these needs, providing world-class customer experience that is tailored to the specific objectives of the project or ongoing requirements.
Why we’re different
Epiphany was founded on the idea that when technology isn’t used to its full potential, the customers and their end users miss out.
Implementing new technologies or innovations is just the first step towards delivering great results for Medicaid programs.
These projects live or die by the adoption and utilization of the new technology or approach, but so often the amount of work this takes is underestimated – and that’s where we make the difference.
How we work
We are specialists in what we do, with more experience here than any other outsourced CX provider.
We create a feedback loop to enable the continuous improvement of our own performance, as well as helping key client-side stakeholders to adjust and enhance their proposition.
Our work delivers tangible returns. We know we make a positive impact, provide full transparency on our own performance, and use data and analytics to inform all of our decisions.
Our people
Our people are the best, because we hire for attitude and nurture their development with real intent.
All Epiphany agents are based in the US, are empathetic, have a problem-solving mindset, and are obsessive about great CX.
Because we focus on creating a working environment that enables our people to thrive, and provide opportunities for them to progress in their career, we have employee retention levels 4x that of the contact center industry average.
Our town
We’re proud to call Akron, Ohio our home.
As Ohio continues to take huge steps forward in establishing itself as the Midwest’s major tech hub, and a hotbed for healthtech talent, we’re focused on helping Medicaid innovators across the US benefit from world-class CX support.
We’re at the Heart of it All, benefitting from a rich talent pool while also helping to create entry-level opportunities for local people in Ohios’ burgeoning tech industry – what’s not to love about that?
Our leadership
Suranjan Shome
Founder & CEO
Suranjan has led Epiphany since founding the company in 2007, receiving numerous professional honors along the way – including being named a finalist for the Ernst & Young Entrepreneur of the Year Award.
He’s motivated by the opportunity to improve the lives of the millions of Americans who will benefit from healthcare technology in the coming years.
Jim Talley
President & COO
Jim started his working life as a contact center agent before working his way up through the ranks over the course of a 30-year career. He now leads Epiphany’s contact center operations.
Thanks to his years of experience, Jim understands better than most the challenges that agents face, as well as the unique opportunities the role offers not just to provide support to customers, but to deliver critical business insights too.
Doug Jones
Chief Strategy & Development Officer
Doug’s 30-year career spans sales, operations and IT management, as well as teaching, consultancy, and numerous C-suite roles.
At Epiphany, he’s responsible for expanding the business – and the market – through strategic partnerships and developing creative solutions for the healthcare sector.
Joe Marte
Vice President of Business Development
Joe has worked in the healthcare and home care sectors for the past 15 years, with senior roles spanning business development, operations, and account management. This has given him invaluable industry experience and an appreciation of the strategic value of the customer care function.
At a time when technology is helping to enable a revolution in healthcare, Joe is excited to help organizations take advantage of the opportunities available.
Yesterday was a HUGE milestone for our software rollout to thousands of home healthcare workers and I wanted to say “thank you.” We are very appreciative of the effort, leadership, drive, and dedication Epiphany put into making our software launch a success.
Project Manager
Public Sector Health Organization
One of Epiphany’s agents single-handedly addressed our over 200 outstanding tickets in a day, allowing me to quickly perform a clean query pull. This agent played a major role in our progress, and it was noticed by our clients.
Director, Customer Care
Leading Technology Provider
I must say, Epiphany’s trainers are phenomenal
Provider
Leading Healthcare Institution
Awards & Recognition
We’ve been named as a Cascade Capital Growth Winner for five years running, and we’ve won the Cascade Success Story in Technology award two years in a row.
We’ve been listed on the Inc 1000 Fast Growing Companies since 2019.
Our founder and CEO, Suranjam Shome, is an Ernst & Young Entrepreneur of the Year Finalist.
