Team Structure

Excellence in outsourced healthcare call center service quality involves more than the talents and skills of the team staff members working on your program. Team structure is another critical ingredient.

We offer two structures designed to contain the skills developed and lessons learned about your hospital within a relatively small team of patient care specialists. Our goal is to enable your team to quickly, and increasingly, become expert on your healthcare delivery system, business model, patients and brand.

     The Dedicated, Premise-based Team:

We are unlike many hospital call center outsourcers that utilize virtual agents working from home for a variety of clients.  At OnBrand24 Healthcare, we’ll provide you with a dedicated team of patient care specialists (PCS) who work only on your program, and they work on-site within their own section of our call center facility.

This gives you a concentrated team of OnBrand24 Healthcare PCS's and managers focused solely on your hospital – sharing knowledge and communicating together under the close supervision of their team leader.  Lessons learned are not dispersed among virtual agents working for other clients.  Instead, they are absorbed within a contained, focused team.

This approach to outsourced hospital call center services also ensures better accountability and responsiveness between you and your dedicated team – and its team leader.

It enables your to know each of the PCSs working on your program.  And it means we quickly become an extension of your in-house team.  And because the team leader is dedicated to your program, system changes and updates are a top priority – the team leader is not juggling the needs of other clients.

This focused team structure combined with our implementation of LVM System’s Centaurus hospital call center software means update turn-around times are completed in a matter of minutes / hours, rather than days / weeks.

HIPAA compliance also is enhanced because patient records are handled by a limited group of patient care specialists at a single location.

     The Semi-Dedicated, Premise-based Team:

The semi-dedicated team structure is implemented to supplement dedicated teams or to run programs will smaller call volumes.

Under the semi-dedicated model, a limited number of “shared” patient care and customer support specialists are assigned to your program.  If they are functioning in a support role for the dedicated team working on your program, they are located in close proximity with the dedicated team so that communications and knowledge sharing are encouraged.

The semi-dedicated team handles overflow calls during periods of high inbound call volume or they handle after-hours or weekend calls when call volume is at its lowest.

Semi-dedicated PCSs undergo the same training, and training updates, as the members of your dedicated team.