OnQ Continues Growth with New Facilities and Expanded Operations

OnQ Continues Growth with New Facilities and Expanded Operations

Expanded facilities in Santiago, Panama to be operational by Spring 2018

HOUSTON–(BUSINESS WIRE)–OnQ, an industry-leading healthcare labor outsourcing company, is pleased to announce the expansion of its patient services call center and healthcare billing support services in Santiago, Panama. One of the fastest growing companies in the healthcare labor outsourcing industry, OnQ has commenced construction to expand its second facility in Panama that will increase its capacity by 50 percent.

“The demand for our services has driven remarkable growth over the last year,” said Thomas Mathews, OnQ President. “OnQ is one of the fastest growing call center and labor outsourcing companies in the healthcare industry, and we’re delighted to be able to meet the needs of our existing clients and the market with this increased capacity.”

OnQ was founded in 2013 by former billing company executives inspired by their own experiences to build a premier healthcare labor company that is responsive, transparent and accessible. With call center operations located in near-shore Panama in the Central Time Zone, OnQ offers its US clients unmatched convenience, access and the ability to respond to client needs and inquiries in real-time.

OnQ’s track record of delivering results that exceed expectations has resulted in strong demand for its services from both existing clients and new customers. To meet this need, OnQ is building out new offices that will increase capacity by 50 percent. Operations in the new space are expected to come online in May 2018.

“We have established a strong presence in Santiago and have made a positive impact on the local community,” continued Mathews. “In addition to meeting the growing needs of the healthcare industry, our growth in Santiago will bring more benefits and opportunities to the community.”

OnQ offers global labor outsourcing, a patient services call center and ClearView, a proprietary software that provides clients with real-time insights into their operations. OnQ offers highly educated, bilingual billing associates who participate in continuing education, training and advancement opportunities through OnQ University, the first of its kind in the industry led by healthcare experts who offer classes in US healthcare developments and customer service skills.

OnQ Releases Results of Annual Client Survey

 

OnQ Releases Results of Annual Client Survey
Survey Garners Overwhelmingly Positive Feedback on OnQ’s Performance

Santiago, Panama  (November 15, 2016) – OnQ, the Santiago, Panama-based Contact Center and Labor Outsourcing provider, is pleased to announce the results of its annual client survey, which revealed that 90 percent of clients feel that OnQ is their most trusted global partner.  The annual client survey demonstrates one of OnQ’s six core values – Commitment to Quality.  OnQ uses the feedback and data from the Client Satisfaction Survey to drive improvements across the organization. The results show overwhelmingly positive feedback regarding OnQ’s customer service, training, technological support and team interactions.

Key results from the 2016 OnQ Client Survey include:
  • Referral percentage remains high: 100 percent of clients are likely to recommend OnQ.
  • 100 percent of respondents responded “positive” when asked about the interaction with associates assigned to their account.
  • More than 80 percent of OnQ’s current clients are planning a near-term account expansion.
  • 100 percent of survey responders agree that OnQ is very responsive to questions, requests or suggestions about their account.

“We are proud that our clients appreciate the level of service OnQ offers and recognize the value we are delivering,” said Tom Mathews, President of OnQ. “Client satisfaction and recognition as a valued and trusted partner to our customers ranks at the very top of importance at OnQ.  While the results of this most recent survey are positive, we will continue to innovate and improve wherever possible.”

About OnQ
Headquartered in Houston, Texas, OnQ offers comprehensive labor sourcing solutions to the healthcare industry highlighted by its patient services call center.OnQ provides an intelligent and cost-effective labor source, healthcare expertise and close proximity to the U.S. to help clients reduce costs and streamline business processes without sacrificing quality or consistency. OnQ’s Panama operation is managed onsite by U.S. healthcare executives and experts.  Learn more at www.onqoc.com, visit OnQ on LinkedIn, like us on Facebook or follow us on Twitter.

OnQ Completes Phase 4 of Expansion

Market Demand Rising Rapidly for Panama-based Healthcare Labor Outsourcing and Contact Center
Santiago, Panama (July 6, 2016) – In response to increased demand for its highly trained and skilled customer service associates, OnQ, the Santiago, Panama-based Contact Center and Labor Outsourcing provider, is pleased to announce the completion of the fourth phase of its ongoing expansion. The expansion will further support OnQ’s rapid growth and increase production capacity by 50 percent. In anticipation of continued demand for services, the company has secured additional local office space to fulfill requests from current and prospective clients.

The increasing demand for OnQ associates is a direct reflection of OnQ’s unwavering commitment to quality and its determination to be the preferred partner in the marketplace. One of OnQ’s current clients recently stated, “When OnQ is mentioned, three words come to mind: expertise, committed and effective. I’ve had experience with other outsourcing vendors and when I compare OnQ to their competitors in the market, they rise to the top because they demonstrate results.” OnQ is continually designing initiatives aimed at producing exemplary results.

Since launching in December 2013 with one large radiology group client, OnQ has steadily increased its capacity and expertise, and now serves billing companies, physician groups and hospitals across the country in multiple specialties.

About OnQ
Headquartered in Houston, Texas, OnQ offers comprehensive labor sourcing solutions to the healthcare industry highlighted by its patient services call center. OnQ provides an intelligent and cost-effective labor source, healthcare expertise and close proximity to the U.S. to help clients reduce costs and streamline business processes while maintaining quality and consistency. OnQ’s Panama operation is managed onsite by U.S. healthcare executives and experts.

Contact:
Trish Hutcherson
Direct: 678.371.7762
E-Mail: trish.hutcherson@onqoc.com

OnQ University Launches in Panama

Healthcare labor outsourcing and contact center offers first-ever continuing education program

Houston, TX (April 13, 2016) – OnQ, an emerging leader in healthcare global labor outsourcing, today announced the launch of its Panama-based training and continuing education program, OnQ University – the first of its kind in the industry. This credit-based quarterly education program affords OnQ associates the opportunity to improve relevant job skills such as customer service, linguistics, organizational and communication skills and more.

OnQ University was created to support OnQ’s continued growth and bolster its laser focus on quality through employee training and development. Inaugural courses held in January 2016 were marked by a 67% participation rate. U.S. healthcare experts, working alongside OnQ’s training staff, led the sessions. Classes focused on developing associates’ knowledge of U.S. healthcare consumers and strategies for mastering phone skills and rapport with callers.

“The focus on efficiency is common in outsourcing relationships and, while you can train associates on efficiency, it shouldn’t stop there,” said OnQ President Thomas Mathews. “OnQ focuses on the human element by providing opportunities for our associates to further their education, personal and professional development. We believe this is one of the many reasons our retention rates surpass typical industry rates.”

OnQ’s labor outsourcing solutions combine significant industry experience and global resources to improve processes and lower operating costs.  A full suite of healthcare labor services, highlighted by healthcare’s first patient services call center, is available to maximize efficiency across the entire revenue cycle.

About OnQ

Headquartered in Houston, Texas, OnQ brings together an intelligent and cost-effective labor source, revenue cycle expertise and improved insights through its BI tool, ClearView.  And, U.S. healthcare billing experts manage this process on-site in Panama. The company is built with commitment to a single guiding vision:  To be the most trusted global partner, delivering solutions that improve business service processes, yielding unimaginable benefits for its customers. Learn more at www.onqoc.com, visit OnQ on LinkedIn or follow us on Twitter @ONQOC.

 

Contact

Trish Hutcherson
Direct: 678.371.7762
E-Mail: trish.hutcherson@onqoc.com

OnQ Poised for Rapid Growth

Panama-based Healthcare Labor Outsourcing and Contact Center Completes Construction on New Expansion

HOUSTON – OnQ, an emerging leader in healthcare global labor outsourcing, today announced the completion of the first phase of a significant expansion of its Contact Center and Labor Outsourcing operation in Santiago, Panama. The expansion will support OnQ’s rapid growth and increase production capacity by more than 100%. As part of the expansion, the company has secured additional facilities that will allow them to expand even further in order to meet increasing market demand.

The new, expanded facility will house 130 highly skilled customer service associates recruited primarily from internal referrals and the nearby University of Panama campus. OnQ and the University of Panama have developed a strategic partnership that provides job training and competitive compensation to undergraduate, graduate students and alumni. A ceremony marking the grand opening is being planned for later this year that will include officials from Santiago, the Country of Panama and the University of Panama.

“We are delighted to be expanding our operation in Panama,” said Tom Mathews, President of OnQ. “We’ve differentiated ourselves in the industry because of the high quality of service we deliver and our unique insight into service requirements stemming from our background as former billing company owners and executives. We are buoyed by the support of our clients and our partnership with the University of Panama, and we look forward to continued growth over the next several years.”

OnQ’s labor outsourcing solutions combine significant industry experience and global resources to improve processes and lower operating costs. A full suite of healthcare labor services, highlighted by healthcare’s first patient services call center, is available to maximize efficiency across the entire revenue cycle.

About OnQ

Headquartered in Houston, Texas, OnQ brings together an intelligent and cost-effective labor source, revenue cycle expertise and improved insights through its BI tool, ClearView. Finally, this process is managed on-site by U.S. billing experts. The company is built with commitment to a single guiding vision: To be the most trusted global partner, delivering solutions that improve business service processes, yielding unimaginable benefits for its customers. Learn more at www.onqoc.com, visit OnQ on LinkedIn or follow us on Twitter @ONQOC.

Contacts

OnQ
Trish Hutcherson, 678-371-7762
trish.hutcherson@onqoc.com

Hill Country Imaging Associates Selects OnQ Consulting for Expertise in Radiology, Revenue Cycle Management; Names OnQ “A Company You Want to Work With”

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April 23, 2014:  Hill Country Imaging Associates (HCIA) selected OnQ Consulting to conduct an evaluation of their revenue cycle and assess opportunities for improved financial performance in their radiology practice. “Like many practices suffering from reduction in reimbursement, our practice had seen a decline in financial performance, so we sought a partner that could provide expert, objective insight into the business operations of our practice. OnQ conducted a thorough review of our revenue cycle and crafted a comprehensive, yet reasonable plan of action within parameters that worked for us,” said Dr. Gene Bishop, President of Hill Country Imaging Associates.

OnQ completed a thorough assessment of Hill Country’s operations with a goal to maximize effectiveness across the entire revenue cycle.  Like all of OnQ’s clients, HCIA was provided with best in class Business Intelligence reporting, which provided insight into their financial performance and helped make sense of complex data.  OnQ provided benchmarking capability to measure how HCIA compares with similar practices, identified areas of success, and noted opportunities for improvement.

“In addition to sharing their expertise in revenue cycle management, our billing software and the radiology market in general, they provided fantastic, personalized service that is hard to come by.  OnQ is the kind of company you want to work with – they exceeded our expectations and remain an active, vigilant partner as we execute our business plan,” said Dr. Bishop.

About Hill Country Imaging Associates

Hill Country Imaging provides state of the art inpatient and outpatient diagnostic imaging and interventional radiology services in Kerrville and Fredericksburg, Texas.  They are committed to providing their patients with comprehensive, quality care by using the most up-to-date technology coupled with a caring, dedicated staff.  Hill Country physicians are Board Certified in Radiology and have fellowship training in multiple subspecialties.  Learn more at www.hillcountryimaging.com.

 About OnQ

OnQ, comprised of three divisions including consulting, business process outsourcing and contact center services, helps clients manage their costs, processes and consistency of delivery.  By partnering with OnQ, physicians, billing companies, hospitals and payors can capitalize on billing expertise, access the global labor market and contact center solutions, and enjoy complete transparency of their business operations through OnQ’s proprietary BI tools.  Learn more at www.onqoc.com, visit OnQ on LinkedIn or follow us on Twitter @ONQOC.

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OnQ Operating Company Launches New Website Designed with Clients in Mind

OnQ Operating Company is pleased to announce the official launch of its website, www.onqoc.com.  The website boasts a clean, modern design and offers quick and easy access to essential information.  Aligned with OnQ’s innovative client-focused approach and created specifically with clients in mind, the new website provides efficient access to all of OnQ’s free resources including articles, white papers, and registration for the OnQ monthly webinar program. This user-friendly site offers one-click access to the latest in OnQ news and industry trends, OnQ’s social media sites, upcoming industry events, and contact information of company executives.  OnQ understands the need for adaptive technology, so this site is designed for desktop and mobile device optimization. Visitors can read about OnQ’s services, along with client testimonials.

OnQ has formed its healthcare labor outsourcing and contact center solutions in response to the demands in the healthcare market to mitigate increasing financial and regulatory pressures, shifts in healthcare delivery models, and declining reimbursements. OnQ Operating Company is poised to meet these challenges by reshaping and redefining the standard of healthcare labor outsourcing.

About OnQ Operating Company

Headquartered in Houston, Texas and comprised of seasoned healthcare executives, OnQ helps clients manage their costs, processes and consistency of delivery.  By partnering with OnQ, physicians, billing companies, hospitals and payors can capitalize on billing expertise, take control of the revenue cycle, maximize reimbursements, and enjoy complete transparency of their business operations.  Learn more at www.onqoc.com, visit OnQ on LinkedIn or follow us on Twitter @ONQOC.

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OnQ Operating Company Launches Premier Healthcare Labor Outsourcing and Contact Center Solutions

HOUSTON, TEXAS – (March 27, 2014) – OnQ Operating Company is pleased to announce the launch of its premier healthcare labor outsourcing and contact center solutions. Formed in response to the demands in the healthcare market to mitigate increasing financial and regulatory pressures, shifts in delivery models, and declining reimbursements, OnQ is poised to meet these challenges by reshaping and redefining the quality of healthcare labor outsourcing.  The company’s innovative, client-focused approach provides the highest level of customer support, while improving operational effectiveness and meeting strategic goals.

“The global labor market has become increasingly important in healthcare delivery in the U.S., but buyers of global outsourced labor face significant challenges under today’s models,” says Jack McBride, CEO of OnQ Operating Company.  “These challenges include proximity to the U.S., time zone and cultural differences, and a lack of in-depth understanding of the U.S. healthcare system.  OnQ has solved these challenges by establishing operations in near-shore Panama, placing experienced U.S. healthcare executives onsite to manage operations, and building a relationship with the University of Panama to produce a top quality workforce knowledgeable in U.S. healthcare revenue cycle management.  This combination results in a high performing, accessible business partner who understands your business needs.”

OnQ’s labor outsourcing solutions combine significant industry experience and global resources to improve processes and lower operating costs.  A full suite of healthcare labor services is available to maximize effectiveness across the entire revenue cycle including coding, charge entry, demographic entry, institutional account handling, payment & adjustment manual posting, payment & adjustment electronic exceptions handling, reconciliations of payments posted to bank deposits, A/R follow up, patient services, electronic rejections, and credentialing support.

As an extension of each of its clients, OnQ understands its role as a steward of the client-patient relationship.  The way in which associates interact with patients is critical, so a rigorous interview process is conducted that allows OnQ to hire the best of the best for its Contact Center.  Associates are college-educated, bilingual in English and Spanish, and eager to provide an exceptional experience to, and on behalf of, OnQ’s clients.  OnQ works directly with the Country of Panama and the University of Panama to yield a highly motivated, intelligent workforce that receives training on the U.S. healthcare system as part of OnQ’s proprietary curriculum.

Each OnQ client is assigned their own dedicated team, so they don’t have to worry about contact center reps constantly changing.  Providing uninterrupted service is of utmost importance, so OnQ has made significant investments to provide live video access to managers and individual team members. Clients also have access to best in class real-time reporting and monitoring capabilities so they have insight into their performance.

Alan Nottingham, OnQ’s Chief Operating Officer, resides in Panama and uses his extensive healthcare and contact center experience to manage operations.  He was an integral part of the team that evaluated other possible global locations before ultimately selecting Panama.  “We wanted a highly educated labor force that thoroughly understands and values the relationship between patients, physician groups, hospitals and payors,” says Nottingham.

“Our associates in Panama satisfy this criteria and the fact that Spanish is their first or second language is an added bonus for the U.S. healthcare market where Spanish is widely spoken.”

Focus on Technology

OnQ has built its healthcare Labor Outsourcing and Contact Center solutions utilizing human and technological assets with the understanding that the patient experience can have wide-reaching impacts on the client and is geared towards a positive experience.

OnQ’s networks are managed, monitored, and secured using enterprise-grade Cisco network equipment and Cisco Certified staff.  System access, providing uninterrupted service to our clients, and operations is of utmost importance.  The system has built-in redundancy at every level of our design to support high system uptime including networks, servers, and storage.  OnQ strategically invests in systems designed to excel in elastic scalability. In doing so, we’re agile in meeting computing and storage needs and can efficiently utilize resources with minimal waste. Through proactive planning, real-time monitoring and visibility of system vital signs, we are postured to maintain healthy systems.

We adhere to industry best practices to maximize compatibility with major vendor hardware and software, all while strictly adhering to all HIPAA and privacy regulations.

 About OnQ Operating Company

Headquartered in Houston, Texas and comprised of seasoned healthcare executives, OnQ helps clients manage their costs, processes and consistency of delivery.  By partnering with OnQ, physicians, billing companies, hospitals and payors can capitalize on billing expertise, take control of the revenue cycle, maximize reimbursements, and enjoy complete transparency of their business operations.  Learn more at www.onqoc.com, visit OnQ on LinkedIn or follow us on Twitter @ONQOC.

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