Client
A prominent medical billing company headquartered in the USA, with extensive operations across India.
Requirement
The company employs more than 500 people, and its fully automated medical billing software enables its agents to correctly manage billing while adhering to its instructions. The company was looking for a managed VoIP solution to take care of all of its calling needs and data management to improve operations. Agents should be able to quickly collect the required data from the centralized system, lowering the possibility of claim submission errors.
Challenge
Due to their operation's size and the increasing number of new contracts, they have signed up 1000+ customers and needed to improve their overall RCM performance. Their primary task is to manage bulk data, including sensitive patient and vendor billing data that must be protected under HIPPA laws. The following challenges exist:
- Poor data security and management.
- An Inefficient VoIP system.
- Slow processes due to manual dialling.
Solution
We provided Viva Meet, a calling solution that integrates with their existing CRM and allows them to handle all VoIP calls from a single endpoint. We integrated the API with our Viva Calling System, giving them:
- A single platform to manage all incoming and outgoing conversations.
- Although the data on CRM portals is restricted, agents can still place calls using the click-to-call capabilities.
- CRM will provide access to call recording.
- CRM is accessible with the advanced report and analytic tools.
- No restrictions on CRM vendor integration.
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Client
A prominent medical billing company headquartered in the USA, with extensive operations across India.
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