Advanced Tech

Great outsourced hospital call center services begin with great patient care specialists, but they must be backed by great technology.

At OnBrand24 Healthcare, we can run your program on advanced, purpose-built hospital call center software from LVM Systems – or we can adopt the in-house technology solution resident at your hospital.

Rapid Development – and Updating – of Custom Systems

We are unusual among outsourced providers for our use of LVM System’s Centaurus software. The flexibility of Centaurus software, combined with the experience of OnBrand24 managers in developing call center systems, enables rapid completion of custom systems for physician referral and event registration that support your unique business processes, patient care practices and healthcare delivery model.

And because it is flexible and user-friendly, Centaurus enables fast system changes and updates at no charge. These include adding new classes and changing class schedules, making additions to the physician referral network and changing drop-down menus.

Centaurus’s ease-of-use means these changes can be made without involving the IT staff, ensuring timely updates to your system. We complete update turnarounds in a matter of minutes or hours, without imposing additional charges on you.

With Centaurus, your program screens can be moved, added, deleted and renamed to deliver the call flow and data capture that match your healthcare services model and business processes.

Centaurus effectively supports our mission of keeping your customers fully engaged within your service network, from physician referrals and appointment reminders through to post-treatment class and event registration. We handle the full gamut of details, including payment, insurance mandates and appointment confirmation communications.

Custom Analytics, Reporting and Performance Measurement

OnBrand24 Healthcare provides efficient and accurate service to every patient whose call we handle. A great advantage of LVM’s Centaurus is that it stores, and enables easy access, to patients who have called us in the past, eliminating the frustration of patients’ repeatedly providing personal information. OnBrand24 Healthcare can query the SQL database through any number of unique fields, such as name, telephone number, email address or date of birth.

OnBrand24 Healthcare is well positioned to provide your marketing team with the intelligence needed to calculate the ROI of your hospital call center program for strategic marketing initiatives. We can query and report the initiating contact need (class registration or physician referral) or any other field for which we capture data.

We offer fully customizable reports. In addition to the 2,000 standard reports that are available, we can customize any facet of those reports and custom develop new builds at no extra charge.

OnBrand24 Healthcare baseline measurements include: average speed of answer, average talk time, abandonment rate, first call resolution, call transfer percentages, as well as all agent specific service scores pertaining to the quality of service provided (measured by our quality control team).

Your account manager will work closely with you to establish the score card that will most effectively measure your key program metrics.

Advanced IT Infrastructure

Having invested extensively in technology infrastructure, OnBrand24 Healthcare provides clients with a stable and flexible telemarketing environment that supports the most demanding and complex call routing, reporting, and application requirements. With a talented team of call center I/T specialists and an on-site, secure data center, OnBrand24 Healthcare delivers on the promise of technology today - and is positioned to meet the evolving requirements of tomorrow.

OnBrand24 Healthcare's NEC Aspire system is fully equipped with a TAPI-enabled ACD capability, bringing the power of converged voice/data directly to our agents' desktops through fully customizable applications for automatic dialing and call routing. Among other advantages, OnBrand24's phone system delivers: custom reporting, efficient agent scheduling, agent call recording and monitoring, custom reporting, and results analysis. These are tools our clients rely on to maximize efficiency, refine call center programs in real-time and realize optimized value.

Our technology enables us to process your patient and customer calls according to your preference: via LVM Centaurus or your own system via remote access. Applications can also be developed specifically for your requirements, using our scripting development tools.

All OnBrand24 Healthcare technology resources – whether provided by our long-distance partners, internet service providers or facilities management team – are fully redundant. This means instant resolution of interruptions in phone service, internet connection, and even electricity, ensuring that client transactions continue without disruption.

OnBrand24 has implemented IP vaulting and off-site disaster recovery solution to further expand our commitment to reliability. Through the use of sophisticated remote data backup technologies and redundant server hardware, OnBrand24 has the ability to replicate our most critical business applications, which reside in a remote data center to reduce the risk of downtime.

Critical client data is automatically moved off-site to a highly secure underground facility and mirrored to a second data center for full fail-over redundancy. Data remains encrypted in transport and storage remains encrypted in our remote data centers, which meet Sys Trust certification as well as full compliance with the Payment Card Industry Data Security Standard.

With the agility to quickly adapt to clients' changing requirements and the scalability to support projects of any size, OnBrand24's technology infrastructure offers robust state-of-the-art platforms that sustain and enable clients' business objectives.