The emerging trend in the call center industry is establishing customer service operations either on-premise or through U.S.-based outsourcing providers. This is good news for an industry wracked with controversy when hundreds of thousands of jobs were shipped offshore. It’s also good news for those communities where new call centers are being established as they not only create new jobs, they also help to boost the local economy.
Such benefits are sure to be on the horizon for Jacksonville, Florida as UnitedHealth Group, a health benefits services company, has announced its plans to open an inbound call center and create 300 jobs in the area. Contractors have already been secured to remodel the nearly 50,000 square feet of space within the Flagler Center.
As highlighted in this Daily Record report, the jobs created in the area not only touch those who work in the inbound call center field, but also those individuals working in construction and engineering who will build out the space for the new center. As healthcare is a targeted industry for Jacksonville, this new center is expected to help contribute to continued growth.
This announcement is just another example of the growing need for U.S.-based call centers catering to the healthcare vertical. Ameridial provides inbound call center services for a number of organizations in this field, including HMOs, POSs, PPOs, Medicare, Medicaid, billing and claims departments, provider and member services and even standard overflow calls for clients throughout the U.S.
Ameridial agents receive no less than 80 hours of training to ensure they are ready to handle various call types with quality service and efficiency. Clients receive real-time reporting, as well as call recording and remote call monitoring capabilities. As Ameridial is linked to a client’s system via VPN connectivity, complete visibility and transparency is available at all times. Plus, all calls are handled by agents in U.S.-based call centers.
Aside from the capabilities assured by Ameridial agents, all of the company’s call centers are HIPAA compliant. Plus, all integrated technologies and processes are in complete compliance with NIST 800-53 Rules for Information Security, 800-30 for Risk Assessment, requirements under the Federal Information Security Management Act (FISMA) and with all IRS guidelines.
In its service to companies in the healthcare vertical, Ameridial provides for flexibility and customization in its solutions. This includes designing a strategy that fits the brand and culture of the client organization, a priority focus on continuous improvement, consistent communication on performance and expectations and an open partnership that promotes communication in a team environment.
The healthcare industry as a whole has choices when selecting the provider to handle its inbound call center needs. When expecting a leading provider with the compliance, credentials and world-world experience to back up its marketing message, Ameridial is the first point of contact.
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