Healthcare related CC - Agent call types

[consultantrob]

I hope someone can provide me some information.

I am currently researching for a client some best practices/relevant information on determining whether I can have agents answer borth general and specefic types of calls.

Basically two different call types are received for this client
1) General questions which are answered based on scripts on the desktop application
2) Specific claims related calls (but can answer general calls)

currently the agent groups are separate, but I'm wondering if anyone has experience with having a single agent answer both of these call types.

I assume you need a different caliber agent? How has this worked or failed.

Anything you could provide would be helpful.

Thanks,

Rob

[Steve Turton]

Hello:

Are you familiar with Skill Sets within the Call Center... a common feature with all CC technology today?

This might help you.

Steve@telax.com

[amitabh5656]

Hey.. There are lotta companies here in india that has got multi skilled agents that can handle all types of call.

One company that works on US health care processes is tecnovaglobal. It has agents who handle inbound ambulance billing calls as well as claim related eligibility verification calls, Patient tranportation calls and Insurance collection and follow up calls.
Check out their website:www.tecnovaglobal.com

and contact me at amitabh5656@rediffmail.com for more details
or u can call me at +919899125177

[CRL1]

Our call center has numerous types of calls precessed by the same agent. We process everything from clinic scheduling calls to marketing requests, gneral information, class registrations and our more seasoned employees are even processing physician to physician paging requests.

Although our training can be quite lengthly and intensive, we have found it is possible. Our potential hires must exihibit the ability to multi-task.

Hope this helps.