Contact Solutions: Meeting Healthcare’s Challenge

Healthcare organizations using contact centers face significant challenges:

  • Providing an excellent customer experience
  • Ensuring efficient operations with limited staff and budget
  • Ensuring regulatory compliance
  • Managing project risk

Can healthcare organizations meet their customer’s needs and expectations while presenting overall cost savings? Yes.

Contact Solutions is a leading provider of cloud-based IVR and self-service solutions to the healthcare industry. Our solutions will be aligned to your business processes – automating calls that would typically be handed by more expensive live agents, improving customer service and reducing overall costs. Scroll down to see how

Increasing Contact Automation Efficiencies

Our cloud-based self-service solution includes IVR, SMS, email, fax, and transactional websites; providing your customers the communication they expect along with cost savings you require.

Among the Benefits:

Delivering Business Benefits

Our Continuous Improvement Metholodology Visualized for 2010
Our contact center solutions achieve substantial cost savings, overall improved operational performance and customer experience metrics. The business benefits include:

  • ROI in two to four months
  • Pay for use – no CAPEX expense
  • Improved customer experience metrics
  • Reduced contact center operational cost
  • Reduced operational risk and complexity
  • Ensure HIPAA requirements are met

To help achieve solution approval and ensure alignment, we provide a comprehensive financial model that captures all aspects of the solution lifecycle and gives you an ROI that you can take to the CFO.

Self-Service


Every aspect of our self-service solution is focused on ensuring that the all manner of healthcare information and transactions are delivered expediently and securely.

  • Flexible – Supports both automated information and caller specific data and provides real-time access to virtually any kind of health care information from physician comments on test results or treatment options, to the filling of prescriptions, policy and claims processing, and billing settlements.
  • Responsive – Our open standards architecture allows easy integration with existing databases so both providers and members can quickly and easily access information on claim status, payments and other account details.
  • Proactive – For overdue accounts, an automated solution allows insurers and other health care providers to deliver outbound notifications in an efficient and customer-friendly manner.
  • Secure – Applications integrate seamlessly with existing databases and ensure HIPAA compliance.

We Can Improve Your Business Processes


Contact Solutions sets the standard for excellence across the healthcare industry, our self-service solutions are used today by leading organizations such as:

  • Providers including hospital and healthcare organizations,
  • Payors including public sector programs such as Medicaid and private sector health plans and insurance companies,
  • Pharmacies including national retail chains, hospital pharmacies and alternative type pharmacies.

We have worked with organizations, just like yours, to develop a solution that delivers real business results quickly and continues to deliver over the life of the program through our Continuous Improvement Practice™.

Examples of Self-Service Processes

Healthcare Operations

  • Medical transcripts (sent to a person or organization)
  • History records (survey for needed info, progress)
  • Drug and health library info, FAQ
  • Recall notices
  • Administering clinical assessments and self-help programs
  • Telephone messaging
  • Prevention calls (e.g., well-baby checkups)
  • Health maintenance (how are you doing?)
  • Pharmacy

Hospital Operations

  • Hospital-Patient information (route caller to your room, recorded messages, etc)
  • New patient information
  • Admitting, discharging process
  • Patient scheduling
  • Patient account services
  • Eligibility, claim status, authorizations
  • Insurance payments, account balance, past due notice, payment history, etc
  • Payment processing
  • Surveys
  • Automated pre-admissions
  • Lab test results
  • Food service (order meals)
  • Inclement weather closings
  • Appointment reminders

Pharmacy

  • Prescription refills and status
  • Multiple refill requests
  • When available for pickup
  • After hours call back and ACD overflow
  • After hours emergencies
  • PIN reset
    • Proactive outbound
    • Patient refill
    • Backorder notification
    • Alerts for zero remaining refills