Contact Center Solutions
Our Contact Center Solutions in managing customer requests and customer service allows our healthcare Provider and Payer clients to focus on core their business activities like creating Wellness Management programs, building a deeper relationship with their customers, and growing their businesses.
Through our state-of-the art Customer Care operation center we provide member and provider Contact Center Services. The services include:
- Handling inbound calls/faxes from members/providers/hospitals relating to inquiries on claims status, eligibility status, referral, authorization, and payment information
- Call Center support for all non-claim-related services like PCP change, demo change, referral, and authorization
- Handling inbound calls/faxes from members/providers to manage and resolve complaints
Our service capability in this area includes high volume, high value and aged claims - which are delivered against pre-defined Service Level Agreements (SLAs) with our clients. This is to ensure that customer service and performance metrics are consistently met. Our workflow has been designed to specifically address the needs of our clients and their end customers, with a clear focus on delivering a cost-effective, high performance, flexible, and complete solution.