Telehealth and Call Center Services for Health Plans

Guiding your members to the appropriate level of care with compassion and speed

Getting your members to stop flooding the ER with non-emergency issues or sabotaging their health with poor lifestyle choices can be challenging, to say the least. The key is to give them access to healthcare professionals who can evaluate their circumstances and guide them appropriately.

Using website and smartphone escalation tools, we provide your members with access to clinicians over the telephone who can coach and provide guidance on seeking care — whether that means self care, scheduling an appointment
with a doctor, going to urgent care, or using EMS.

Helping health plans manage member health across the continuum of care

Professional support from a caring team

We draw from a nationwide network of RNs who have an average of 19 years’ clinical experience.

Our nurses are able to assist your members with prescription refills, appointment scheduling, referrals to community services, answering questions, and determining if they should seek professional care.

To ensure consistent care advice, our nurse line services utilize clinical guidelines authored by Drs. Barton Schmitt and David Thompson.

Natural conversations that foster peace of mind

Nurses utilize our IntelliView technology to navigate calls with members, search the database, ask appropriate health-related questions, and make care recommendations — all while maintaining a natural, non- scripted one-on-one conversation.

Members appreciate that each call
is specific to their needs, and that agents take the time to evaluate their overall health and well-being.

The end result? A member who has received peace of mind that they have made the right care decision.

Recruiting the savvy healthcare consumer

As you build your population health management programs, enrollment through services like your nurse advice line will become a key part of your member recruitment strategy.

Our logic engine, DidUKno, learns about each member and outlines targeted messaging that promotes appropriate services and programs available to your members.

At the end of non-urgent calls, our nurses can begin the enrollment process or transfer them to you.

Build program awareness through targeted communications and on-line escalation tools

The success of telehealth services like your nurse advice line is directly related to how effectively you promote the program to your members.

We drive service utilization through direct response marketing campaigns designed specifically for your members. In addition to direct mail and email campaigns, we can provide you with on-line tools, such as our NCQA compliant call and/or email back request forms and our mobile platform Healthcare on the Hip, to increase service utilization.

To ensure utilization goals are met, we provide on-going reporting and analytics for all of our campaigns, allowing us to adjust accordingly.