It is critical to work with a top healthcare BPO that provide HIPAA Compliant medical call center services
Customer service in the healthcare sector is unique. Many different types of patient services need to be considered. These include health insurance inquiries, claims management and claims processing, and outbound calls.
The industry is rife with regulation and compliance. So how can you ensure that your patients or members are getting the best possible healthcare services?
One way is to outsource your customer service to a healthcare BPO. Working with a partner who understands the complexities of customer support in the healthcare industry can improve care management and be cost effective for your business.
It is important to find agents with the right skills and experience to provide outstanding customer care for your healthcare clients. We receive thousands of applications each month for our healthcare business process outsourcing services. Our team carefully selects only the most exceptional people to join our global network.
Our team only consists of the best talent from all over the nation. Not just those who live near a physical call center. This allows us to:
The healthcare industry is no stranger to busy seasons. There are several times throughout the year when customer service teams are inundated with customer inquiries. This increasing demand can happen across all communications channels such as calls, emails, and social media messages.
In the past, most healthcare organizations have handled this influx of customer inquiries in-house. Many organizations are turning to BPOs to help them manage their seasonal customer service needs. Here are a few reasons why:
When it comes to customer care, healthcare organizations have unique needs. In addition to providing excellent service, they must also ensure that their operations are compliant with HIPAA regulations.
One way to achieve both objectives is to outsource customer care to a provider that is HIPAA compliant. This approach can help you improve the quality of your customer service while mitigating the risk of non-compliance.
When choosing a customer care provider, there are several factors to consider. First, you’ll want to ensure that the company has experience serving healthcare organizations. Second, you’ll want to verify that the company is HIPAA compliant. Finally, you’ll want to consider the cost and quality of the services being offered.
An at-home workforce can handle the same amount of customer interactions as a traditional workforce, but without any added costs or fees. In other words, you’d need 15% fewer employees to do the same job.
With in-person or traditional office-based workers, you’d need to have enough physical space to accommodate and train seasonal staff, which is both costly and impractical. But with Gig Workers, there’s no need for extra space.
Our virtual learning design eliminates the need for a physical training room, making training 25% faster than usual. This also saves on costs when it comes to seasonal or ramp training. The time we save from training can be used for even more cost-saving initiatives, like getting rid of the need for a physical workspace entirely – particularly handy during times of the year when said spaces are mostly unused anyway.
Our partnership began in March and by early April we had on-boarded 600 workes. We exceeded all KPIs and took 100% of the volume from the stores. The Average Handle Time goal was less than five minutes, which we met at 4.54 minutes.
The goal for Transfer Rate was less than 4%. Our Transfer Rate was 0.35%. Shortly after we implemented their program, we earned 100% of the client’s business, as they let their incumbent vendor go. A flexible partner, we continue to ramp up and then back down, and up again, to meet the needs of the ongoing fluctuations of COVID.
“Thank you for your continuous support and for always being readily available when we need assistance.”