Client Overview
ACNA is a USA based healthcare company. Their aim is to provide comprehensive to enhance care, optimize healthcare workflows and improve experience. They act as a link between patients and health care providers and take care of administrative responsibilities such as patient paperwork, appointment scheduling, and coordination with healthcare experts. ACNA seeks to simplify healthcare operations and improve patient experiences.
Objective
ACNA partnered with Call2Customers Call Center Pvt Ltd, to improve administrative efficiency, member management, care management, and health services. We make sure there is smooth communication between patients and healthcare providers. We used advanced technology to transform operating models, enhance business performance, and reduce operational costs. Our expert staff works dedicatedly to provide the finest possible service. The partnership aimed to keep service quality high, making sure all administrative jobs are done quickly and accurately, following the set guidelines.
Solution
Call2Customers Call Center Pvt Ltd developed a customized support plan for ACNA, addressing their specific needs in the following areas:
- Customer Documentation:
- Our experts dedicate time to manage and organize patient records.
- They improve operational efficiency by ensuring that all data entry was accurate and records were kept up-to-date.
- Our professional team handled requests for documents and made sure everything complied with healthcare rules.
2. Appointment Scheduling:
- They act as link between coordinated patient appointments with healthcare providers.
- They take care of appointment calendars and sent reminders to both patients and doctors.
- They are efficient in handling handled rescheduling and cancellations.
3. Coordination with Patients and Doctors:
- Our staff has received extensive training to facilitate patient-provider communication.
- Our staff is qualified to answer questions from patients and provide details about appointments and treatments.
- We use a digital tool to make sure that timely follow-ups are done and that ongoing patient care is coordinated properly.
Virtual assistant healthcare qualification refers to the skills, experience, and expertise required to become a proficient virtual assistant. While formal medical qualifications aren’t needed, strong communication skills, organizational abilities, familiarity with digital tools, and sometimes knowledge of medical procedures or terminology are valuable qualifications for a successful virtual assistant in healthcare.
- Customer and Doctor Billing:
- Our team managed billing for both patients and healthcare providers.
- We ensured invoices were accurate and payments were processed on time.
- Our qualified staff addressed billing questions and resolved any discrepancies.
Support During Business and Non-Business Hours
- Provided support during regular business hours for routine tasks and patient interactions.
- Also provided support during non-business hours to handle emergencies and urgent inquiries, ensuring service was always available.
Adherence to Service Level Agreement (SLA)
- Call2Customers strictly followed the SLA with ACNA, which included:
- Responding promptly to all customer and doctor inquiries.
- Quickly resolving issues related to documentation, appointments, and billing.
- Maintaining high levels of customer satisfaction through quality service and efficient problem-solving.
Regular Call Calibration
- Call2Customers conducted regular reviews of call recordings to assess service quality.
- They gathered feedback from ACNA to identify areas for improvement.
- Implemented changes based on this feedback to enhance the overall service experience.
Results
Since partnering with Call2Customers, ACNA has seen significant improvements in their administrative support services, including:
- Increased Efficiency: Processes are more streamlined, and administrative tasks are handled more efficiently, reducing operational costs.
- Enhanced Patient Satisfaction: Improved communication and timely support have led to higher patient satisfaction scores.
- Continuous Improvement: Regular feedback and adjustments ensure ongoing service improvements, keeping up with ACNA’s changing needs.
Conclusion
Call2Customers Call Center Pvt Ltd has effectively assisted ACNA in providing excellent virtual help and administrative support services. By following to SLAs and utilizing quarterly call calibrations, Call2Customers has assisted ACNA in maintaining its reputation for great patient care and administrative efficiency. This collaboration illustrates the dedication to quality and customer-centric service that both firms share.
For more information on how Call2Customers can support your telemarketing and fundraising needs, visit www.call2customers.com or contact sales@call2customers.com.