Medical Call Center
Epic-Trained & HIPAA Compliant: Westpark Communication's Medical Call Center
Effective and seamless communication is paramount in healthcare, where timely information can make all the difference. At Westpark Communications, our 24/7 medical call center takes center stage, ensuring a streamlined flow of communication for medical professionals. Our team is committed to quality, rigorous training processes, and unwavering adherence to regulatory compliance.
Overview of Medical Call Center Services:
Westpark Communication’s medical call center department is tailored to meet the distinctive needs of healthcare professionals and organizations. Core functions include adeptly handling incoming calls, triaging emergencies based on predefined instructions, and directing calls to the appropriate healthcare provider. Our skilled agents navigate diverse medical scenarios, ensuring messages are conveyed accurately and securely.
Utilizing Technology for Secure Services:
The Interactive Voice Response (IVR) system reduces call congestion and offers instructions for non-urgent situations. Moreover, our team is proficient in using the Epic EMR platform, facilitating assistance with appointment scheduling during and after office hours.
Quality Assurance Measures:
We uphold rigorous quality assurance measures to ensure the accuracy of information during medical-related calls. Regular checks on call performance are conducted by supervisors and Quality Assurance representatives. This commitment extends to continuous training, including standard HIPAA training, medical terminology training, and specialized Epic training.
Training Processes for Agents:
Our agents undergo comprehensive HIPAA training, gaining a deep understanding of privacy and security regulations. Specialized training in medical terminology enhances their ability to interpret and convey medical information accurately. Only agents who successfully complete the required training are designated to handle medical calls.
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Managing Urgent Medical Calls and Emergencies:
Westpark Communication excels in managing urgent medical calls and emergencies through automated actions and dedicated dispatchers. Auto-actions ensure timely responses, and dedicated dispatchers focus on handling messages promptly, ensuring critical information reaches healthcare professionals without delay.
Establishing Effective Communication:
Dedicated client service representatives facilitate communication with healthcare professionals and organizations, responding promptly to inquiries, addressing scheduling changes, and ensuring continuous communication for a strong and reliable partnership.
Handling Fluctuations in Call Volume:
To handle fluctuations in call volume, we utilize workforce management software, allowing for efficient scheduling based on volume trends. This ensures scalability and flexibility to meet the diverse needs of healthcare clients.
Regulatory Compliance and Confidentiality:
We place a strong emphasis on regulatory compliance and confidentiality. Our agents are HIPAA-trained, and secure messaging platforms are employed for the electronic delivery of messages, ensuring that sensitive medical information is handled appropriately.
Customer Satisfaction and Feedback Mechanisms:
Customer satisfaction is enhanced through quick response times, with a standard answer rate of 30 seconds or less. Trained HIPAA agents adeptly handle situations and adhere to client instructions, ensuring a positive patient experience. Feedback mechanisms are in place to continually assess and improve services based on client input.
Westpark Communication’s medical call center stands as a reliable partner in healthcare communication, offering expertise, technology integration, and stringent quality assurance. Prioritizing regulatory compliance, confidentiality, and customer satisfaction, our call center plays a pivotal role in enhancing communication within the healthcare sector. Trust us to elevate your healthcare communication experience—Epic-Trained & HIPAA Compliant.