CareBPO understands back-office staff have a very different set of support needs from clinical staff. Our service agents must be capable of addressing the finance/business modules and understand the criticality of processing billing. As part of our support service, we track repeat callers and their issues. These “frequent fliers” are identified and sent alerts about refresher training opportunities (such as webinars). This proactive service reduces contact volume as well as improves the customer experience when end-users are encouraged to gain more practice with the system.
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