Call Center

Call Center

Our call center is equipped with all the necessary resources to assist our customers and the general public that calls us. We provide multiple phone services focused on our customer’s wellbeing. Operating 24 hours a day, every day of the year, we offer the convenience of having complete health care a phone call away.

Benefits:

• Availability of a line of health recommendations (Telephone Triage) 24 hours a day, every day of the year.
• Continuity of services even when your working facilities are closed or inoperative due to holidays or contingent events.
• Above standard services. Our services are way above the standards set by regulatory agencies such as CMS. Ou service levels are over 80% and our drop levels are lower than 5%.
• Ability to strategically extend your operating hours as needed, without having to physically extend them or add human resources.
• Preparation of reports molded to your business reality, detailing the results of the service.

Customer Service

Our team of customer service representatives provides counseling on the services and products offered by your medical insurance or contracted service. At the same way, we take in consideration the total customer satisfaction by collecting and channeling concerns or complaints you may have relating to services, access, about suppliers, equipment, etc. We drive all this inquiries directly with the adecuated medical insurance to guarantee the best handle and resolution of the case.

Telephone Triage Service (Nurse Advice Line-NAL)

The telephone triage is a service for education and guidance, in which professionals nurses with extensive clinical experience provide  assessment and recommendations regarding a health conditions, medications and lab tests. In this service, calls are received, evaluated and forwarded based on the nurses’ advice. Our call center operates 24 hours, seven days a week, every day of the year. The Telephone Triage Unit, called “Nurse Advice Line” (NAL) is accredited by the  Utilization Review Accreditation Commission (URAC).

Pharmacy

Our call center is equipped with all the necessary resources to assist our customers and the general public that calls us. We provide multiple phone services focused on our customer’s wellbeing. Operating 24 hours a day, every day of the year, we offer the convenience of having complete health care a phone call away.

Benefits:

• Check necessary information to process drugs at the pharmacy.

• Receive guidance on the protocol to send pre-authorizations.

• Validate the pre-authorization status of a requested drug.

• Verify whether a drug is excluded from the form or if it requires pre-authorization.

• Review pharmacy claims information.