CALL CENTERS AND HELP DESKS
In addition to investing heavily in technology to deliver a superior stakeholder experience, Vidal Health believes that healthcare often requires a high-touch. This is why it has a full-service call center, staffed with over 100 executives drawn from various backgrounds, including clinical. In addition to receiving in-bound calls from members on a variety of concerns like eligibility, claims status, customer satisfaction etc., and the call center also provides disease-specific support, toll-free support for specific clients and processes as well as out-bound calling if required.
When Vidal Health first offered the e-claims platform to its network hospitals, it set up help desks in hospitals with high volumes of insured members to support them take advantage of the technology platforms. Vidal Health continues to provide this support by setting up hospital help desks at the behest of an insurer or employer or government client from time to time. This makes it easier for members to avail themselves of the benefits under their policies. These help desks are staffed with resources who use technology extensively and are connected via telephone and internet to the Vidal Health back-end to offer a speedy response to the members.