The QMS has the following broad-based activities:
The quality process is divided into:
Data quality assurance, which is a quality measurement process to ensure accuracy of the data collected, updated and validated by an agent. This ensures that the error rates are within the service levels prescribed by the client. Call quality monitoring, which is a quality measurement process to evaluate and establish the quality of voice delivery for patient and insurance follow-up. This is across the multiple parameters of customer support soft skills, product knowledge and resolution accuracy of an agent.
Our Business Continuity and Recovery Plan Includes:
Achieving high performance requires seamless delivery capabilities that bring scale, standards, discipline and measurability across geographically dispersed client sites and teams. AMROMED transition management team ensures a fast and effective transfer of knowledge, processes and technology in the initial stage of outsourcing, limiting disruption to your business and maximising the early returns of the relationship. By ensuring service quality and continuity, our transition team helps your organisation shift services, knowledge and responsibility from your environment to ours, quickly and effectively.
This standardised yet flexible framework of integrated methods, tools and metrics represents our best thinking, knowledge and experiences from a decade in healthcare outsourcing services.
This is closely followed by the actual transition of the project. The transition phase ends with the transfer of responsibility to the operations team. An iterative process of ramp up, monitoring and stabilisation takes place post transition, consequent to which, the process is brought to a steady state. The project complexity dictates the allocated timeframes.