Customer Support to Meet Complex Healthcare Needs
When it comes to healthcare organizations, not just any contact center will do. Healthcare teams need contact center providers who understand your unique needs, are familiar with the healthcare industry, and offer high-touch, exceptional support for complex client concerns.
At ROI CX Solutions, that’s exactly what we provide.
Our comprehensive suite of services, powered by tech and perfected by our human experts, is designed to streamline your operations and enhance patient satisfaction. Whether you want to provide better customer service, make administrative processes seamless, reduce internal staff load, maximize cost-efficiency, reduce payment and billing timelines or achieve other goals, our call center BPO and HIPAA-compliant customer service solutions can help you achieve your goals.
An Approved BPO Vendor for Epic EHR
At ROI CX Solutions, we know how important EMR integration is for the continuity and quality of our healthcare customer service. That’s why we’re proud to be an approved BPO vendor in Epic’s EHR system.
While we do not perform development work on EMRs, our Epic certification equips us to easily connect your Epic EHR system with our telephony systems, work within your EHR and ensure seamless information flow and efficient support for your healthcare operations. We also have extensive experience working with other EMR/EHR systems, including Cerner, eClinicalWorks, Athena and proprietary systems. Our team’s Epic certification and familiarity with major EMRs allow us to quickly train new agents, minimize the learning curve, and enable speedy onboarding.
We’re prepared to swiftly meet your healthcare communication needs for high-quality service without delay.
A Compliance-First Contact Center
Our reputable operations are also HIPAA, SOC 2 Type II and ISO27001 compliant, making our services trustworthy and secure.
- We’re ISO27001 compliant, the highest information security certification available. It’s globally recognized and provides a secure framework for handling sensitive information. It requires time, rigorous third-party auditing and unbiased assessment of an organization’s security practices. It also demands regular risk assessment and mitigation strategies to proactively manage potential threats and is technology- and vendor-neutral.
- Being HIPAA compliant means we protect patients’ private health information with strict data encryption, secure messaging, and thorough agent training. This allows you to focus on patient care with peace of mind. We’ll be an extension of your company, treating every patient like our own.
- SOC 2 Type II (with HITRUST mapping) is an audit that evaluates a cloud-based service provider’s internal controls and processes around information security and handling. It typically takes place over six months to a year and assesses control design and efficacy. Our SOC2 Type II (with HITRUST mapping) compliance highlights our commitment to best information security practices, monitoring and reporting.
Our Healthcare Call Center Services
At ROI CX Solutions, we offer a wide variety of healthcare contact center and customer support services catering to both specialty and general practice needs, including:
- Clinical staffing
- Flexible clinical process consolidation
- Clinic consolidation
- Prior authorization
- New patient enrollment
- Prescription refills
- Data entry
- Telehealth and telemedicine support
- Full RCM support
- Billing and payment processes support
- Integrations with any EMR/EHR, including:
- Epic
- Cerner
- eClinicalWorks
- Athena
- AdvancedMD
- DrChrono
- Proprietary systems
- EMR buildout, editing and optimization
- And more
Our comprehensive and customizable healthcare BPO services allow us to support your healthcare organization in any way you need. To further satisfy your unique requirements, we’ve hired and continue to employ highly qualified professionals, including:
- Certified Medical Assistants
- Registered Nurses
- Nurse Practitioners
- Physician Assistants
- Pharmacy Technicians
We can also customize our staffing solutions to comply with specific state requirements.
How We Work With and Integrate Into EMRs
At ROI CX Solutions, we specialize in seamlessly integrating with your EMR systems to optimize your healthcare operations. We can work out of and integrate with any existing EMR system you use, assisting with buildout, editing and optimizing as needed for improved functionality and performance.
We pride ourselves on smooth integration through tailored planning, careful assessment, and rigorous compatibility testing. Our process enhances data accuracy and accessibility while maintaining HIPAA compliance and protecting patient privacy:
- Initial Assessment: Understand client needs and review existing systems.
- System Compatibility Check: Assess technical compatibility and ensure HIPAA compliance.
- Custom Integration Plan: Develop a tailored plan with a clear timeline and milestones.
- Integration Implementation: Configure systems and utilize APIs for seamless data exchange.
- Training and Onboarding: Train agents and clients on the integrated system.
- Testing and Quality Assurance: Conduct pilot tests and perform quality checks.
- Full Deployment: Launch the integrated system with ongoing support.
- Continuous Improvement: Gather feedback and implement regular updates.
Although integration is not required, this hassle-free transition can improve healthcare organizations’ patient outcomes, satisfaction levels and operational efficiency.
A Proven EMR Integration Success
One of the best ways to vet a potential contact center partner is to see how they’ve performed with other healthcare organizations. At ROI CX Solutions, our contact center services have helped healthcare organizations large and small grow and improve patient outcomes. Here’s an excellent example of how we’ve successfully integrated our services with a client’s EMR system to boost their operational efficiency and patient care capabilities.
- Who? A premier healthcare system in Montana, Wyoming, and the western Dakotas.
- Why? They faced significant challenges with overwhelming call volumes, long wait times and high no-show rates.
- How? We deployed rapid staffing to expand their capability to 90 agents and implemented a full integration with their EMR system, Cerner, to improve resolutions on the first call.
- What? Our staffing expansion and EMR integration resulted in:
- Speed-to-answer time dropping from 40 minutes to 7 seconds
- A 75% reduction in no-show rates
- $1 million in additional monthly revenue
- 14.26% improvement in ease of contact
- 16.58% improvement in ease of scheduling
Just a Few of Our Satisfied Clients
We’re proud to serve a diverse range of healthcare clients. Thanks to their partnership with ROI CX Solutions, they are some of the most recognized customer service brands in the world. We drive customer service with a brand-focused, industry-leading strategy that delivers happier customers, better retention and better business results every time. Some of our esteemed clients include:
- United Healthcare
- USHEALTH Group
- Billings Clinic
- Ali’i Health
- Doctor On Demand
- Dental Select
- ASMS
Benefits of Healthcare Customer Service Outsourcing
Healthcare customer service outsourcing comes with a host of benefits. One of the most obvious benefits is that you get to free up internal administrative burdens while also providing exceptional service. But there are plenty of other benefits to consider as well.
Reduced administrative burden
Current burnout levels among both clinical and non-clinical staff is on the rise. Outsourcing removes administrative burden from your internal team, reducing burnout and improving employee turnover levels. We can integrate with and optimize your EMR systems to streamline administrative processes further and reduce your workload.
Increased cost-effectiveness
Outsourcing administrative and customer service-related work is much more cost-effective than hiring in-house. In addition, it lets you more easily offer round-the-clock service, so your patients can get help or questions answered anytime of day or night.
Ample scalability
As healthcare demand grows in both rural and urban areas, many healthcare organizations have struggled to scale with demand. Outsourcing some of your non-clinical operations and processes allows your internal team to focus on essential patient care, while ensuring that patients are cared for every step of the way. Our ability to integrate with your existing EMR systems also supports scalability by optimizing workflows and improving data management.
Higher-quality service levels
It’s no secret that outsourced customer service improves service levels among healthcare organizations. With one healthcare partner we worked with, we were able to improve Speed of Answer by 99% and improve Ease of Contact rate by 14%. Outsourcing your customer service allows you to offer higher-quality, more consistent service levels and reap the rewards.
Improved patient outcomes
Better service levels mean improved patient outcomes—it’s what we’ve seen in our experience and is reflected in general research. With clearer and more consistent patient communication, fewer follow-up appointments are missed, patients have stronger trust in their providers and outcomes see overall improvement. You can also improve your patient care by turning to us for help building out, editing, and optimizing your EMR systems for more accurate and efficient patient data management.
Why ROI CX Solutions?
At ROI CX Solutions, we know the unique challenges of healthcare communication. From managing insurance claims to scheduling follow-up appointments to coordinating care and prescriptions, our industry-leading solutions are here to make healthcare communication a breeze—for you and your patients.
When you work with our team, you don’t just get call center solutions, you get an entire team of trained professionals with expertise and experience in healthcare-specific customer service, ready and able to provide accurate, compassionate and efficient support to your patients, providers and members.
In addition, we know that in healthcare, one size never fits all. That’s why at ROI CX Solutions, we bring customized, flexible and personalized services that meet your unique needs, and those of your patients. We specialize in white-glove, high-touch customer service and BPO solutions, so your customers can experience the best-of-the-best of customer care.
Our team of experts is trained to listen, understand and tailor our support to meet each individual where they are, providing consistent, compassionate and efficient care. In doing so, we not only serve you and your stakeholders but also strengthen your brand and build lasting, trust-based relationships for better patient care and outcomes.
See why healthcare organizations around the country trust ROI CX Solutions for their patient care.
