Echopass and MediCall Relieve Headaches for Health Insurers and Overworked Nursing Staffs
MediCall uses Echopass EchoSystemT to improve and lower the cost of providing patient care and to meet stringent HIPAA requirements
PLEASANTON, CA - February 28, 2006 -The well publicized nursing shortage and related overextension of today's healthcare system are finally seeing some relief. California-based Medicall is alleviating healthcare industry pain by facilitating inbound and outbound patient communications for health plans, durable medical equipment providers, pharmaceutical companies, hospitals and physician group practices. Medicall uses the Echopass on-demand, always on, guaranteed and end-to-end contact center infrastructure to lower the overhead costs of delivering patient and member care up to 75 percent. The Medicall service relieves existing medical staff of phone follow-up, data gathering and outreach duties, keeping them focused on patient care.
MediCall's Philippines-based contact center, powered by the Echopass EchoSystemT service integration platform, is staffed with highly skilled, well-educated and experienced healthcare professionals. These physicians and nurses handle a range of routine patient interactions, including new member welcome calls, health risk assessment surveys, compliance and reminder calls, disease and case management support services, patient satisfaction, out-patient discharge calls and more - freeing up domestic nurses' time for more direct patient care duties. Patients receive the care that they need from highly qualified healthcare professionals, but at a fraction of the cost, leading to increased patient satisfaction and lower costs for the patient and provider.
"We initially selected Echopass for its full functionality, high scalability and guaranteed service levels, which they have delivered since day-one of our implementation nearly two years ago. They have continued to provide much higher value, helping us to grow our business five-fold and to better serve the healthcare industry, with a solution that leads to significant cost savings for our customers," said John Chess, CEO of MediCall. "The EchoSystem supports all our customer service touch points, including phone, Web chat and e-mail, and also integrates with our existing customer applications, including CRM, electronic medical records and medical practice management systems. Improving patient care and reducing costs with Echopass has truly been a three-sided win: for us, our customers and ultimately the patients."
Relieving the Pains of Patient Service
MediCall's custom EchoSystem and communications center delivers improved customer service levels by:
- Relieving nurses from time-consuming data gathering and administrative tasks so they can focus on core patient care requirements
- Allowing MediCall's clients to expand their customer service teams and overall capability to support e-mail and Web chat quickly and easily by leveraging the Echopass on-demand platform
- Enabling enhanced patient follow-up and care with overhead cost reduction of up to 75 percent
- Facilitating HIPAA compliance through record keeping and call recording archives stored securely at the Echopass Network Operations Center in Salt Lake City, Utah
- Providing medical professional "nurse agents" with up-to-date patient data through integration with existing CRM, electronic medical records and medical practice management systems
- Ensuring the highest possible VoIP call quality, managed by Echopass, for inbound and outbound calls to MediCall's offshore communications center
"After examining MediCall's business 'pain point,' it was clear they would benefit from our always on, end-to-end, on-demand contact center solution, especially given their need for flexibility and agility in the face of ever-evolving customer support needs and requirements specific to the healthcare industry," said Vin Deschamps, CEO of Echopass. "We're very pleased to help MediCall do a better job of providing such a valuable service to its healthcare clients. This is a terrific example of how our EchoSystem enables enhanced, affordable and dependable customer communication support."
About MediCall
MediCall is a healthcare services company dedicated to serving the industry by providing a variety of programs that seamlessly integrate with their clients existing staff and services. MediCall operates a communication center staffed with certified healthcare professionals, currently licensed nurses and physicians, in Manila, the Philippines. Its services are provided via toll-free telephone numbers and online communication channels, including the web and email. Integration of telephone and online communications provides a consolidated view of customer communications and a single point for collecting and reporting on data. MediCall services are provided and supported by world-class technology and advanced customer relationship management software. MediCall's client services group, based in the U.S. provides all the required support necessary to implement and manage a variety of specialized programs. Training of MediCall's staff is rigorous, ongoing and client-specific. Contact MediCall USA by phone at 925-469-1295 or by email at info@medicall.us, or www.medicall.us.
About Echopass Corporation
Echopass Corporation provides advanced IP-based call and contact center solutions as a service for mid-to-large enterprises and government agencies through its unique EchoSystemT service integration platform. Only Echopass delivers the promise of on-demand, always on, guaranteed, and end-to-end solutions that are both affordable and fully integrated with client's existing customer contact applications and voice or data technologies. Echopass managed solutions are quick to deploy, easy to use, flexible, and require no capital investment or ongoing maintenance. Privately-held Echopass, backed by venture capital firms Canaan Partners and New Enterprise Associates, is a recipient of the Red Herring Top 100 Companies award. The company is headquartered in Pleasanton CA. For additional information, please visit www.echopass.com or call 1-888-622-5345.
PRESS CONTACT:
Citigate Cunningham
Scott Malinowski
(617) 374-4223
SMalinowski@citigatecunningham.com
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