We offer a variety of customized patient and member services functions to answer those frequently asked, non-clinical questions.

For simple actions such as taking general messages, to more sophisticated requests like referring physicians or checking benefits inquiries, our patient and member services support your programs, improving the overall experience for your consumers.

Call services for patients and members are available after hours, during planned down times, and in disaster situations to make sure your consumers always have a connection with your facility. Specially trained Medical Service Representatives (MSRs) assist your callers up front, helping you avoid a backlog of voicemail messages in the morning.

Common patient and member services functions:

• Answer general questions related to available services within your facility (hours, contact information, etc.).
• Respond to benefit inquiries (coverage types, in-network providers, co-pays, deductibles, pre-authorizations, etc.).
• Conduct eligibility checks for clients with benefit applications.
• Direct callers to other resources as appropriate (registered nurses, doctor referral specialists, health class coordinators, etc.).
• Provide directions to all in-network facilities and sponsored events.
• Distribute follow-up materials and coordinate collateral fulfillment.

Extend your facility's reach via private branding

SironaHealth's patient and member services act as an extension of your facility — all calls are answered immediately with a customized greeting and appear seamless to your callers. We work with you to identify what requirements and custom scripting is needed to provide the best possible experience for your callers.

Escalate and cross-promote as appropriate

Some of your patient or member service calls will require escalation to an appropriate contact within your facility. Depending on the needs of your callers, you can choose to have us:

• Conduct a warm or cold transfer of the call.
• Page or send a text message to on-call personnel.
• Take a message and forward to the appropriate facility for follow-up.

You can also cross-promote additional offerings with SironaHealth's DidUKno logic engine. Our agents will find appropriate physicians and enroll your callers into relevant classes or health management programs.