OUTBOUND/INBOUND CALLING

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Grandeur Healthcare offers fully integrated and dedicated inbound and outbound call centre solutions to support our clients and enable them to acquire more customers and increase revenue. Our call centre solutions also offer customer care services. We combine functional expertise, contact centre technology, industry knowledge and flexibility to offer tailor-made services for your specific requirements. With the ability to be direct users on your practice management system, we can also handle patient inquires at the time of the calls.

We can even monitor the results of your outbound call centre and analyze their performance from a remote location providing you with summary results and statistical analysis in an easily understandable format.

Services provided includes:

  • Patient Re-activation - Calling patients who have not been in the practice for a set period of time, updating your date base with current information and making appointment.
  • Marketing Calls - Based upon a marketing "script", call new patients to describe the practice and make appointments or have literature sent or emailed to them while, at the same time, updating your data base for future use.
  • Patient Surveys - Call patients who have recently visited the office to ask them a set of questions concerning their satisfaction with the visit.

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  • Outbound Calls - If we perceive a hectic work schedule of doctor office, your staff spends equal amount of time in making calls to various individual entities to get the work done. At Grandeur Healthcare, we will help you making calls to them to take care of various tasks. Such calls are:
    • Appointment Reminder: We will take care of reminding your patients about their upcoming appointments based on their preferences at a lower cost and update the appointment status records.
    • Scheduling: Not only we will remind them but will help in scheduling your patients’ appointments also.
    • Patient follow-up calls: Patients tend to be easy with their health once they feel little comfortable, but we will make sure that we do follow-up calls with the patients as and when required. These calls can be for appointment reminders, prescriptions, lab results, patient engagement, etc.
    • Balance Reminder: We will call your patients reminding them about their outstanding balance.
    • Insurance and eligibility verification: Our professional service will help you with verifying patient eligibility while their appointment is scheduled with you, making sure you are not losing your revenue.
    • Authorization/Pre-authorizations: We will help you by getting the approval from insurance companies on authorization/pre-authorization for your patients.
    • Referral appointment setup: We can set referrals whenever you refer your patients for specialty care so that your patients do not make delay in arranging the referral.

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  • Inbound Calls - At Grandeur Healthcare, we will answer each of your incoming phone calls from patients or third party clients with a professional greeting during lunch hours, after hours, or during the entire day. We will take care of all such kind of hassles and allow your staff to be free to take up other tasks and be attentive with the check-in patients. Calls such as:
    • Patient Calls:  Patients can have a lot of queries regarding their appointments, their health condition, medication and it dosages and schedules, lab results, referrals, etc. We understand its value and assure you that each their queries will be answered with gentle greeting.
    • Social disability calls:   Doctor Offices come across calls regarding patient’s social disability status too from the insurance companies. We will take care of such calls so that your onboard staff does not feel any interference in their daily routine.
    • Pharmacy Calls:  You have to deal with pharmacies on a daily basis handling prescriptions. Leave it to us and we will do it with accuracy.
    • Laboratory calls:  A doctor office can get calls from laboratories regarding any queries related to patient’s lab order and/or results, let us handle that and to answer lab on behalf of you.
    • Other doctor offices:  We will attend calls from other doctor offices and hospitals regarding further care of the patients.
    • Insurance calls:  The is the most important and challenging task where your staff spends maximum of their time attending calls from insurance companies regarding patient’s claims, denials, eligibility, etc. Our experts will attend these calls with thorough professionalism.

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Patient Follow-up through all appointment phase:

One of the most difficult areas to staff in a revenue cycle management company is the patient interaction function. Traditionally, this function has been kept in-house and not outsourced. With our operation centers spanning across several countries, we can effectively handle in-bound patient statement calls and outbound patient balance calls.
We provide the following services:

  • Follows status of patients from first appointment through all follow up appointments;
  • Notify office staff of next appointments,
  • Conduction of procedures and forms to process;
  • Insure completion and submission of all required forms.

Database and Master File Setup in TMNDX Software:

We provide the following services:

  • Setting up of all master files and patients;
  • Testing of CMS-1500 forms;
  • Set up with Clearinghouse and Carriers;
  • Creation of specific forms for Client to use as part of Sleep Studies,
  • Follow up and Evaluation;
  • EDI enrollment with Clearinghouses;
  • Test Submissions

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