OnQ, a business outsourcing, contact center and consultation services company, announced recently its premier healthcare outsourcing solutions. In response to financial and regulatory pressures, the company said it expects to meet the growing demand for industry compliance with healthcare call center labor that improves businesses' operations and provides callers with individualized attention.
Healthcare operations are consistently charged with keeping up to date with coding procedures, updating patient files, dealing with patients' payments, and handling personal patient concerns. OnQ seeks to fill those responsibilities with its Panama call centers that house employees dedicated to those specific tasks.
OnQ says it hires college graduates to perform the types of tasks listed above in order to ensure both customer satisfaction and each healthcare business's return on investment. Patients who call OnQ centers will be able to speak to such professionals who are familiar with patients as well as their situations. Healthcare executives will also be on site to address any concerns their callers may have.
Alan Nottingham, OnQ’s chief operating officer, spoke about his company's outsourcing solutions and the impact they create.
“We wanted a highly educated labor force that thoroughly understands and values the relationship between patients, physician groups, hospitals and payers,” Nottingham said.
Patients also can expect to speak to the same call center representatives time and time again because OnQ assigns each patient a set number of respondents. Patients can also speak to individual team members and managers through phone and video chat software.
Additionally, OnQ call centers should result in lower costs for healthcare providers which outsource their operations. Employees will be familiar with regulations stated by HIPAA and any other privacy regulations such businesses may need to follow. To meet those demands, OnQ has invested in a Cisco infrastructure that will help keep patient- and business-related data private. Its core system relies on a redundant architecture that results in a consistent uptime. Cisco staff memebers monitor OnQ's systems in real time to address concerns as they occur.
Edited by
Alisen Downey
