New York Medical Center
Outsourcing project for New York Medical Center
About the Client
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.
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.
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.
What problems need to be solved?
As the business grows, the center’s building needs to be more significant to accommodate the required staff. Hence remote healthcare employees worked very well for the owner.
At the same time, the Client made high demands on the remote team:
- Constant high-quality customer service
- Well-organized workforce process
- Flow of communication
- Standardized and personalized assistance of clients
- All employees with HIPAA training
- Excellent professional skills
- Data security
- HIPAA compliance
To cover all the Client’s needs we provided the remote healthcare staff:
- Receptionist operators
- Confirmation agents
- Personal assistants (for Pediatric, Psychology, Anesthesiology, Cosmetology, Surgery, General Medicine Departments Representatives)
- Clinical Pharmacists
- Medical Lab Technologists
We joined the client’s 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 – Clinical Pharmacist & Medical Lab Technologist.
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.
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.
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.
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.
We started from the reception department by preparing reception remote specialists who could handle patient calls with different requirements.
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.
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.
We have also implemented a workflow of highly qualified – Clinical Pharmacist & Medical Lab Technologist. They become significant assets to the clinical team.
Today we have team members assisting patients with numerous inquiries in the following departments:
- Front operators
- Clinical Pharmacist
- Medical Lab Technologist
The team is growing, and the Client requests staff members to join the crew in various positions.
The most beneficial impact remote staff brought to the Medical Center business:
- strong communication bonds within each department and cross-department coordination;
- higher customers satisfaction;
- solid organizational structure, where each employee knows their tasks and responsibilities;
- increased number of patients;
- helped to diversify the languages spoken (the most extensive language groups are English, Spanish, and Russian);
- flexibility in employee shift coverage;
- implementing a digitalized way of working in the company.
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