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Contact Centers

Back to Our Services

 
Desktop Contact Center
Patient Appointment Service
Server Contact Center

Glacier Technologies offers expertise in the management and operation of inbound contact centers that support the conduct of information technology and medical patient appointment support. The company recognizes the great value that a one-stop, assistance support center can provide to an organization in terms of efficiency and caller satisfaction. Currently, our staff provides a variety of contact center support that falls within two broad categories: Call Centers for computer operations and Patient Appointment for the medical community.
 

     

  
  Contact Center Support

  • Patient appointing clerks
         Primary care
         Specialty care

  • Inbound and outbound call staff
  • Network and non-network care
  • Administrative supportTraining
  • High volume scalable resources
  • Skillset focused
  • Preventive health scheduling
  • HIPAA-compliant

  Contact Center Management

  • Primary care scheduling
  • Referral scheduling
  • Referral  research and follow-up
  • Nurse Advice Line services (RN-supported)
  • Protocol development, maintenance and support
  • Skillset-oriented training
  • Mission-tailored
  • Warrior in Transition enhanced support

  Referral Management

  • Appointing, follow-up and resulting
  • 360-degree referral resolution
  • Clear and Legible Results retrieval
  • EHR-focused (AHLTA, CHCS, ICDB, RMSTR)
  • Right of First Refusal management
  • Care coordination
  • Durable Medical Equipment coordination
  • Scalable operations

   Proven Track Record
    (Monthly Per Agent)

  • 900 inbound calls answered
  • 800 outbound calls made
  • 900-1000 appointments booked
  • 100-200 preventive screening calls
  • Call transaction times average less than 3:00 min
  • Less than 0.5% error rate of total transactions

 

 


     

 

 

Glacier offers to its customers Tier I, II and III support services for the maintenance of various types of computers and communications equipment. Based on the client’s needs, company experts will provide these services either at the customer site or at a Glacier facility. It should be noted that Glacier’s engineers are very knowledgeable in variety of communication-related technologies that include VoIP and VPN, which are commonly used within contact centers as infrastructure systems.

In addition to our expertise in these areas, we work constantly to refine our contact center procedures based on best practices and knowledge of information technology advancements in order to enhance the company’s ability to provide quick and thorough assistance at low-risk and low-cost to our customers.

One of the reasons for the success of the company’s contact center operations is Glacier’s sound management practices. As an ISO 9001:2008 company, Glacier applies ISO management and quality assurance practices to the support services provided. ISO standards and Service Level Agreements are designed to assist in meeting customer’s goals through the implementation of effective and timely procedures.

 

 

 


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