Open Teleservices is dedicated to providing companies in the Managed Health Care industry with superior customer acquisition and customer care solutions for both member and provider networks, enabling our clients to succeed in today's ever-changing marketplace.
Our experienced personnel, cutting-edge technology and advanced systems allow us to create customized solutions including automated call resolution that reduce overall cost per call, increase operational efficiencies, and enhance the customer's experience.
With the passing of the Health Insurance Portability and Accountability Act (HIPAA), Congress set in motion sweeping changes for the health care industry. As one of the nation's premier providers of integrated customer contact solutions, Open Teleservices has developed a comprehensive plan that will address these changes and make Open Teleservices HIPAA compliant by the mandatory deadlines set forth by the act.
Open Teleservices; Managed Health Care Solutions include:
Dedicated Inbound |
Integrated IVR |
Outbound |
- Eligibility
- Benefits
- ID Card Requests
- PCP Changes
- Member Information/ Address Changes
- Claims Status
- Referral
- Fulfillment
- Prescription
- Dental
- Vision
|
- Automated Call Resolution
- Call Routing
- Advanced Speech Recognition
- TTS
- Information Capture/ Member Survey
- CTI (Screen Pop)
- Host Connectivity
- Auto Fax-back
- User Authentication
- Teleconferencing
- Automated Outdial
|
- Welcome Calls, Retention
- Collections (Providers)
- New Member Acquisition
- Member/Provider Information Follow-up Calls
- Proactive Member/ Provider Notification to Clarify Benefits
|
Blended Environment (Inbound/Outbound)
Open Teleservices; blended environment of both inbound and outbound agents provides significant benefits that help you gain a distinct advantage over the competition.
Improved Customer Experience - Intellectual capital is enhanced and leveraged with each contact.
Normalization of Call Volume - Open Teleservices proactively manages call loads ensuring that service levels and Member/Provider needs are met.
Lower Care Costs - Efficiencies are gained through better utilization of agents resulting in lower overall support costs.
Increased Customer Retention - Open Teleservices helps to manage and retain more of your Member base by placing directed outbound calls at the "right time."
Greater Call Resolution - Agents are able to address Inbound Subscriber calls, as well as, resolve questions generated from proactive Outbound calls.
