Julie Kramme, VP of SalesThe healthcare industry has long outsourced functions like claims processing, medical billing and coding, data entry, and medical transcription. However, healthcare BPOs have evolved over recent years to become a more comprehensive service resource that focuses on domain-specific aspects such as patient experience and care management.
In this regard, Quality Contact Solutions (QCS) is a healthcare BPO that delivers high-quality inbound and outbound call, text, email, and chat programs for small, medium, and large healthcare services companies. Catering to the needs of a wide range of healthcare services and businesses, the company's healthcare experience includes appointment scheduling & reminder communications, telehealth patient management, CAHPS Surveys, DME & Pharma sales, lead generation, brand awareness and database enhancement. They also handle inbound orders, technical support, customer service inquiries, and various other functions outside the healthcare industry.
As Julie Kramme, VP of Sales at QCS, states, "We have access to a skilled workforce that enables our clients to focus on their core competencies. We also have the technology to ensure efficient time management and streamlinedprocesses in addition to a robust quality assurance program and data security policies to ensure that patients receive the same level of attention and care on the phone that they would in person."
QCS develops an appropriate call guide for each program and trains the front-line agents using client-approved materials. For companies that already have a training curriculum developed for internal teams, QCS will provide recommendations to modify to maximize efficiency and effectiveness in an outsourced environment.
The team at QCS aims to act as a seamless extension of their client teams, often integrating contact center workstations with client systems for ease of information transfer and data sharing. They work hard to make sure their teams don't sound outsourced. When appropriate, QCS records interactions—incoming & outgoing—to monitor, review, and score to ensure quality and calibrate the results.
Additionally, one of QCS's core competencies is data-driven decision making. With the advent of machine learning, the QCS team is constantly incorporating data and enhanced analytics into their contact center program management.
QCS is SOC2 + HIPAA Certified and PCI Level 1 certified with a third-party record of compliance (ROC). Needless to say, quality and compliance are at the heart of what QCS does. Their team of experts currently includes four PACE-Certified customer engagement compliance professionals to ensure that their clients are never at risk. In addition, the company's management team also includes telemarketing regulatory compliance experts.
Having been active in the healthcare BPO space for 10 years, QCS has worked with numerous customers in the past, including a Fortune 5 healthcare company. Julie reminisces how QCS served a durable medical equipment provider who engaged them to develop a proactive outreach & retention program for a customer outreach program. QCS developed and implemented an outbound contact strategy that coincided with various points in the product life cycle. QCS would survey patients and, when needed, schedule appointments to check potential issues and determine if any replacement or repair is necessary.
We have access to a skilled workforce that enables our clients to focus on their core competencies. We also have the technology to ensure efficient time management and streamlined processes in addition to a robust quality assurance program and data security policies to ensure that patients receive the same level of attention and care on the phone that they would in person
Through this proactive outreach, QCS not only provided a better experience for the manufacturer's customers but built a sales pipeline as well. The objective to improve customer retention and the customer journey evolved into over $4 million in sales revenue growth simply from providing better customer service.
That was a massive win for the client and QCS, who is reinventing the BPO wheel for the healthcare space. They are, in many ways, changing the image of contact centers from one that is "cookie cutter" to one of a versatile team of professionals who specialize in the design, development, and deployment of effective solutions that meet each client's needs.
The company strives to make significant investments in continuous improvement of processes and procedures to ensure that its clients receive quality solutions that drive efficient and cost-effective outcomes. "We're proud of the work that we do, and we're proud to serve the healthcare industry. We are also excited about its trajectory. The way healthcare workers are communicating with patients is changing, and that creates a lot of possibilities for a BPO like QCS to continue to serve the healthcare industry in deeper ways." concludes Julie.
