{"id":462,"date":"2024-06-25T19:04:12","date_gmt":"2024-06-25T19:04:12","guid":{"rendered":"https:\/\/new.frontdeskhelpers.com\/?post_type=rb-portfolio&#038;p=462"},"modified":"2024-09-28T15:11:45","modified_gmt":"2024-09-28T15:11:45","slug":"new-york-medical-center-project","status":"publish","type":"rb-portfolio","link":"https:\/\/frontdeskhelpers.com\/es\/portfolio\/new-york-medical-center-project\/","title":{"rendered":"New York Medical Center"},"content":{"rendered":"\n<h2 class=\"wp-block-heading has-medium-font-size\">About the Client<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Our client is a Medical Center in New York, a multispecialty clinic with a large team of experienced doctors ready to help patients throughout New York City. The center has provided state-of-the-art care for patients of all ages for over 15 years.<\/p>\n\n\n\n<p>The doctors do everything they can to give patients the best care to restore their well-being as soon as possible. They also offer several preventive care options to keep patients healthy and diagnose any health problems as early as possible to ensure the best patient outcomes.<\/p>\n\n\n\n<p>The medical team includes doctors of many specialties (cardiology, dermatology, ENT, gastroenterology, internal medicine, podiatry, psychiatry, urology, allergies, and gynecology). The Center is also an approved location for the USCIS civil service medical exam.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">The challenge<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>What problems need to be solved?<\/p>\n\n\n\n<p>As the business grows, the center\u2019s building needs to be more significant to accommodate the required staff. Hence <a href=\"https:\/\/frontdeskhelpers.com\/?page_id=447\" target=\"_blank\" rel=\"noreferrer noopener\">remote healthcare employees<\/a> worked very well for the owner.&nbsp;<\/p>\n\n\n\n<p>At the same time, the Client made high demands on the remote team:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Constant high-quality customer service&nbsp;<\/li>\n\n\n\n<li>Well-organized workforce process&nbsp;<\/li>\n\n\n\n<li>Flow of communication&nbsp;<\/li>\n\n\n\n<li>Standardized and personalized assistance of clients<\/li>\n\n\n\n<li>All employees with HIPAA training<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Requirements<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<ul class=\"wp-block-list\">\n<li>Urgency<\/li>\n\n\n\n<li>Excellent professional skills<\/li>\n\n\n\n<li>Data security<\/li>\n\n\n\n<li>HIPAA compliance<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Proposal<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>To cover all the Client\u2019s needs we provided the <a href=\"https:\/\/frontdeskhelpers.com\/?page_id=447\" target=\"_blank\" rel=\"noreferrer noopener\">remote healthcare staff<\/a>:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Receptionist operators<\/li>\n\n\n\n<li>Confirmation agents&nbsp;<\/li>\n\n\n\n<li>Personal assistants&nbsp;(for Pediatric, Psychology, Anesthesiology, Cosmetology, Surgery, General Medicine Departments Representatives)<\/li>\n\n\n\n<li>Clinical Pharmacists<\/li>\n\n\n\n<li>Medical Lab Technologists<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"467\" src=\"https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study-1024x467.webp\" alt=\"care-outsourcing-services-case-study\" class=\"wp-image-1296\" srcset=\"https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study-1024x467.webp 1024w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study-300x137.webp 300w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study-768x350.webp 768w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study-450x205.webp 450w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study-780x356.webp 780w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/care-outsourcing-services-case-study.webp 1096w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Doctors of the center<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Project Progress<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>We joined the client\u2019s team in 2022 and started with receptionists onboarding and training. We built a team of receptionists and confirmation team and took over a narrow specialization \u2013 Clinical Pharmacist &amp; Medical Lab Technologist.<\/p>\n\n\n\n<p>With all the above positions, the clinic reorganized its work more digitally by taking a paperless way and digitalizing the process and procedures. All calls became more personalized, and the speed and number of clients assisted increased significantly.<\/p>\n\n\n\n<p>Well-organized work from our side allowed the clinic administration to pay more attention to medical procedures, as customer support is at a high level now.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Complexity<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>Our remote specialists are provided with a cloud PBX platform connected with VoIP professional phone stations with exceptional voice quality, completely data secure and accurate call reporting for the business.<\/p>\n\n\n\n<p>The Center needed the scope of innovative technologies to save confidential personal data. As a result, the transactions, daily routine operations, and insurance updates are 100% confidential now with HIPAA, PCI DSS, and specific 3rd party software.<\/p>\n<\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Solution<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>We started from the reception department by preparing reception remote specialists who could handle patient calls with different requirements.<\/p>\n\n\n\n<p>After a few months, we had a team of 10 receptionists covering all incoming calls to the medical center. The team was able to assist patients who speak Russian, Spanish and English languages. Per day team was handling around 400 calls.<\/p>\n\n\n\n<p>Afterwards, we had trained employees for the confirmation department, who operated the appointment confirmation, rescheduled no-shows, and canceled appointments with the best outcome for the Medical center and the client.<\/p>\n\n\n\n<p>We have also implemented a workflow of highly qualified \u2013 Clinical Pharmacist &amp; Medical Lab Technologist. They become significant assets to the clinical team.<\/p>\n\n\n\n<p>Today we have team members assisting patients with numerous inquiries in the following departments:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Front operators&nbsp;<\/li>\n\n\n\n<li>Confirmation<\/li>\n\n\n\n<li>Clinical Pharmacist<\/li>\n\n\n\n<li>Medical Lab Technologist<\/li>\n<\/ul>\n\n\n\n<p>The team is growing, and the Client requests staff members to join the crew in various positions.<\/p>\n<\/div>\n<\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1024\" height=\"470\" src=\"https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work-1024x470.webp\" alt=\"doctor-work\" class=\"wp-image-1298\" srcset=\"https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work-1024x470.webp 1024w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work-300x138.webp 300w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work-768x353.webp 768w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work-450x207.webp 450w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work-780x358.webp 780w, https:\/\/frontdeskhelpers.com\/wp-content\/uploads\/2024\/06\/doctor-work.webp 1095w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption class=\"wp-element-caption\">Doctor at work<\/figcaption><\/figure>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Business impact<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>The most beneficial impact remote staff brought to the Medical Center business:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>strong communication bonds within each department and cross-department coordination;&nbsp;<\/li>\n\n\n\n<li>higher customers satisfaction;<\/li>\n\n\n\n<li>solid organizational structure, where each employee knows their tasks and responsibilities;<\/li>\n\n\n\n<li>increased number of patients;<\/li>\n\n\n\n<li>helped to diversify the languages spoken (the most extensive language groups are English, Spanish, and Russian);<\/li>\n\n\n\n<li>flexibility in employee shift coverage;<\/li>\n\n\n\n<li>implementing a digitalized way of working in the company.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"https:\/\/wa.me\/message\/EHWYTIX6PHSPG1\" style=\"border-radius:0px;background-color:#00a7e7\" target=\"_blank\" rel=\"noreferrer noopener\">LET\u2019S DISCUSS VIA WHATSAPP<\/a><\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-medium-font-size\">Applied Technologies<\/h2>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<p>MS OFFICE 365&nbsp;<\/p>\n\n\n\n<p>BITRIX24<\/p>\n\n\n\n<p>GOOGLE CLOUD<\/p>\n\n\n\n<p>GOOGLE WORKSPACE<\/p>\n\n\n\n<p>SLACK<\/p>\n\n\n\n<p>VoIP<\/p>\n\n\n\n<p>eFax<\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:30px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p class=\"has-text-align-center\" style=\"font-size:24px\"><strong>Want to get details? Or need a similar project? Contact us for consultation \u2013 it\u2019s absolutely free!<\/strong><\/p>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-16018d1d wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link has-background wp-element-button\" href=\"\/contacts\" style=\"border-radius:100px;background-color:#00a7e7\">ASK FOR DETAILS<\/a><\/div>\n<\/div>\n","protected":false},"featured_media":1203,"comment_status":"open","ping_status":"closed","template":"","class_list":["post-462","rb-portfolio","type-rb-portfolio","status-publish","has-post-thumbnail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Medical Center BPO project | Front Desk Helpers<\/title>\n<meta name=\"description\" content=\"Learn on how to improve customer satisfaction and operational processes with remote employee support and 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