Healthcare call centers take on many forms, from patient triage services, to providing pharmaceutical information for doctors and pharmacists. What they share in common is that the information and the care that is provided during the contact could affect someone’s life. This type of call center demands high levels of responsibility and control from the agents.

An important consideration is that a call to a medical call center falls under the same legal requirements as a visit to the hospital, with the same requirements for accuracy, traceability, and protection of patient privacy.

In spite of this, the higher labor costs of using agents that are health professionals provides a compelling case for call center automation. Medical call center automation must give agents the flexibility that they need and let them spend more time on care and less time on administration.

Healthcare Solutions

To guarantee compliance, an Upstream Works solution can ensure that all systems and agents work as a single unit to take care of the client and track the contact from when the call reaches the self serve system (IVR) until all agents are done.

Agent Desktop

Our agent desktop solutions can help ensure that agents comply with coding mandated by insurance carriers and Medicare. By building code entry into the agent workflow, and providing a bridge to ICD-9 and CPT coding systems, fewer claims are rejected or downcoded. The solutions are designed to respect the privacy and rights of the caller, ensuring that you remain compliant to HIPPA, but still takes advantage of automation.

Analytics and Performance Management

Upstream Works’ metrics and analytics track all aspects of the contact, from when it first reaches the call center until completion. These measures are tied to the client, not the phone call, and provide an audit trail of the journey taken by the client. And in cases where one patient is being managed by multiple care givers, we can tie these interactions together so you can get the perspective of the both the care giver and patient.

Call Management

In centers where critical calls need to be answered live, our Visual Queue solution can provide a display of all waiting calls with priority, caller identification and call reason. Agents click on their display to select the most important call.