An Innovative Approach to Outsourced Hospital Call Center Services

OnBrand24 Healthcare’s (a division of OnBrand24) physician referral and class registration programs are all about making it easy for your patients and customers to access your services while making them feel good about your healthcare organization.

We offer hospitals an innovative approach to outsourced call center services that overcomes the disadvantages of conventional industry practices.  Our non-clinical physician referrals and event registration methodology significantly improves patient and customer care while delivering major cost savings.

Read more about our hospital call center methodology in action

The hallmarks of our services are responsiveness, customization, detailed and immediate reporting, no added fees and a true partnership relationship.

OnBrand24 Healthcare's five-part approach consists of:

1. Flexible Technology: OnBrand24 Healthcare is unusual among outsourced hospital call center providers for our use of LVM System’s Centaurus hospital call center software.  Centaurus enables OnBrand24 Healthcare to rapidly build custom systems for physician referral and event registration that support hospitals’ unique business processes and patient care practices.

And because it is flexible and user-friendly, Centaurus enables fast system changes and updates, such as adding new classes and changing class schedules, making additions to the physician referral network and changing drop-down menus. 

Centaurus’s ease-of-use means these changes can be made without programmer involvement, ensuring timely updates to your system.  We complete update turnarounds in a matter of minutes or hours, without imposing additional charges on you, for significant cost savings.

2. Dedicated, Premise-based Teams: While many outsourcers utilize virtual teams of agents working from home for a variety of clients, OnBrand24 Healthcare provides you with a dedicated, premise-based team of patient case specialists (PCS) who work on-site within their own section of our call center facility.  This gives you a concentrated team of OnBrand24 Healthcare PCS's and managers solely focused on your hospital call center program working and communicating together.  

This approach to outsourced hospital call center services ensures better knowledge sharing, accountability and responsiveness between the hospital and our dedicated team.  It also enables the hospital to know each of our team members individually.  And it means our team continually becomes more expert about your hospital, your program, your patients and your brand.  Lessons learned are not dispersed among virtual agents working for other clients.  Instead, those lessons are absorbed by a contained, focused team.  

And because our Team Leader is dedicated to the hospital’s program, system changes and updates are a top priority and immediately put into effect – the Team Leader is not juggling the needs of other clients.  

HIPAA compliance also is enhanced because patient records are handled by a limited group of patient care specialists at a single location.

Keep in mind that a great advantage of working with OnBrand24 Healthcare is to quickly scale your program’s staffing based on increasing or decreasing call volumes.  Our flexible hospital call center methodology lets us add or reduce staff at short notice, saving you the headaches of hiring and/or laying off employees, while maintaining maximum staff utilization.

3. Custom Reports, Fast Feedback: Our powerful reporting capabilities can deliver you monthly, weekly and daily reports detailing an array of hospital call center performance metrics and success factors, providing you with virtual real-time feedback.  This capability provides critical insight for your marketers, who always needs effective and rapid ROI measurement of their marketing programs.

Our use of Centaurus software also enables us to quickly build custom reports for you.  We can report on any data captured, literally any field.  We encourage you to give us your “Wish List” – we are fully committed to providing the most efficient and insightful reporting solution.  What’s more, the data we capture, the events we register attendees for, the health information your patients seek are all available in real-time.

We understand that accuracy and timeliness are vital to your team’s ability to effectively measure the hospital's business side, and we are equipped to provide your data as frequently, and in whatever level of detail you need.

4. Advanced Patient and Customer Service: OnBrand24 Healthcare patient care specialists are trained to be resourceful and energetic. The result: reduction in patient inquiries referred by your call center back to the hospital’s in-house staff.  This is a major efficiency benefit -- your staff has more time to focus on higher-level tasks.  It also means that patients receive faster and more informative service.  

This reflects the ability OnBrand24 Healthcare’s patient care specialists to go beyond scripted responses.  Our PCS's communicate with patients and customers on an individual basis while taking the initiative to research patients’ needs.  Above all, we are problem solvers who enjoy helping customers gain access to the information they require.  All of this adds up to high rate of first-call resolution, improved patient support service and greater customer satisfaction.

5. Cost Savings: Our combined approach to outsourced hospital call center services has enabled our client partners to realize savings of roughly 35 percent – starting at Month One.

With the rise in healthcare consumer choice...

... we understand the critical importance of creating a positive, welcoming and caring patient experience – starting with the very first contact.

Drawing on OnBrand24's 30 years of trusted outsourced client service, our non-clinical call center and online services attract and keep patients within your healthcare network with 24/7 support in English and Spanish. We staff your program with trained and compassionate professionals who understand your array of healthcare services and express your brand.

With our advanced, purpose-built Centaurus hospital call center software from LVM Systems, experienced program managers, dedicated and premise-based team approach and a talented corps of caring, compassionate patient care specialists, OnBrand24 Healthcare delivers significant advantages for hospital and healthcare company marketers looking to increase market share and business managers seeking to control costs.

We keep your customers fully engaged within your service network, from physician referrals and appointment reminders through to post-treatment class and event registration. We handle the full gamut of details, including payment, insurance mandates and appointment confirmation communications.

Rapid Program Development, Customization

Leveraging LVM’s Centaurus purpose-built hospital call center services software, your program screens can be moved, added, deleted and renamed to deliver the call flow and data capture that match your healthcare services model and business processes.

The flexibility of Centaurus software, combined with the experience of OnBrand24 managers in developing call center strategies, enables us to develop custom programs much faster than other call centers. The call center program we deliver for you will be configured to support your unique requirements.

In addition, Centaurus enables rapid updates to your physician referral network and your class and event schedules by our Team Leader assigned to your program – without the assistance of our IT staff. The means turnaround times happen in minutes/hours, rather than days/weeks.

Also note that we do not charge extra for program updates. We regard this is a normal client service activity that does not merit additional fees.

Staffing Scalability

Another OnBrand24 Healthcare advantage: Our client-centric approach to delivering call center services lets you select from several different staffing models to maximize your call center ROI. We can even apply different billing models during the course of a single business day to reflect your changing call volumes. One billing model can be applied to normal business hours, when inbound call volume is highest; another model can be applied in the evening and overnight, when call volume drops off.

And because we’re a scalable and optimized outsourced call center services provider we can scale your staffing resources on short notice, expanding or reducing your team according to rising or lowering call volumes.

All of these advantages work toward significantly lowering your outsourced call center costs.

Our Patient Care Specialists

You can be confident in the customer care delivered by our exceptional staff of agents.

They offer a combination of maturity, education and experience unusual in the hospital call center industry. Located in eastern Massachusetts near Boston, we draw our patient care specialists from a highly educated and talent-rich region: Well over half of our customer service professionals have at least two years of college education; the average age is 37; and they have average five years of sales and call center experience.

Physician Referral

Our proven physician referrals system integrates call center and web site communications within a single solution, delivering targeted, intelligent information to patients no matter how they choose to interact with your hospital – on the phone or online.

Once we’ve matched patients with the right physician, we provide details on the physician’s clinical specialties, educational background, special training and certifications. We also schedule appointments in real-time and conduct fulfillment follow-up, including confirmation letters and emails, and provide directions to the physician’s office. In addition, we do not charge you extra for updating the data in your physician referral network.

All of these operations are guided and tracked by LVM System's Centaurus advanced hospital call center software, the state-of-the-art for the healthcare industry.

Class & Event Registration

OnBrand24 Healthcare manages all details of your registration services while driving patients to follow-on classes and events that boost revenue and strengthen patient loyalty.

Our centralized solution combines live call and web site-based services that direct patients to appropriate classes, screenings, seminars and community events. We also manage all operational details, such as adding or canceling classes, wait list management, registrant re-scheduling and instructor profile updates. And we do not charge extra for updates to your class and event schedule.

At OnBrand24 Healthcare we quickly become a direct extension of your team. We provide you with direct access to our team, letting you assign them any variety of daily tasks over and above their normal hospital call center duties, ranging from specialized mailings and email blasts to outbound call campaigns.

Now’s the time to look at the advantages OnBrand24 Healthcare can provide you.

Call us today.