OnQ provides an outsourced patient services call center solution conveniently located in near-shore Panama. OnQ associates are highly intelligent, bilingual in English and Spanish and eager to provide an exceptional experience for your patients. Associates are put through a rigorous interview and training process. And, through our relationship with the University of Panama, OnQ is able to hire the best and brightest. Our associates are not located in a far-away location with a significant time difference. Rather, they are easily accessible in a convenient U.S. time zone.
Management of call center operations is handled by experienced, senior level U.S. healthcare executives who reside in Panama. This extra step ensures that your account is managed by someone who understands your business and the way in which it interacts with the U.S. healthcare system.
Experience makes the difference. Each of OnQ’s executives has spent significant time in revenue cycle management. As former billing company owners and managers, OnQ’s executive team possesses a unique ability to leverage labor outsourcing, while improving financial performance and quality. Why does this matter? Our team understands that your patients are your business. We also understand that building relationships is the key to building your business, so we treat each interaction as an opportunity to add value on your behalf.
OnQ aims to provide our clients with service that is nothing short of exceptional. We track operational, quality, and efficiency-related call center metrics so we maintain a consistently high level of client satisfaction. Because of OnQ’s role as the primary point for caller communications, it is essential that these interactions be handled with the utmost quality. We work with you to develop personalized performance indicators with customizable reports by agent, account code, day of the month or specific requests so that you track what is most important to you.
Clients are at the heart of our business and providing a world class service experience is our primary goal. Each of our clients is assigned a dedicated team of associates who will become intimately familiar with your account. Your team will know your business and most importantly – your customers – and reps won’t change from day-to-day.
As your business partner, OnQ will ensure you see a return on your investment through:
- Reduced operational costs
- Quality experience for callers
- Increased visibility into your business operations through detailed and customizable reporting
- Comprehensive QA capabilities
- Client involvement and communication at every step
- Extensive training programs including HIPAA, ICD-10, systems, customer service and client corporate culture and protocols
- Personalized performance metrics tracking
Snapshot of Services:
- Inbound Calls
- Outbound Calls
- Customized Call Monitoring
- Comprehensive Quality Assurance Programs
- Performance Metrics Tracking
- Interactive Voice Recognition
- Assigned, Dedicated Teams
- Direct System Interfaces
- Revenue Cycle Automation
- Advanced Visual Reporting
- Sophisticated Analytical Tools
- Extensive Training Programs
- Call Record / Listen-in Monitoring Options
- Real-time, On-demand Insight into Business Operations
- Real-time Video Access to Managers & Team Members
- Seamless Integration with Third Party Vendors
- Adherence to Client Conduct Guidelines and Protocol