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Patient Appointing Services
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The Issue
Each day, a typical Military Treatment Facility (MTF) handles hundreds of calls from patients seeking an appointment for patient care. With multiple clinics and physician schedules, constantly changing appointment rules, and dozens of different appointment types, patient appointing can become a complicated burden for any MTF or medical group, consuming budget dollars, distracting leadership, and creating customer service headaches. Humana Military Patient Appointing Services frees MTFs from this administrative duty while significantly reducing cost and meeting patients’ expectations for service.
The Solution
Humana Military Patient Appointing Services leverages more than ten years of experience delivering patient appointing services, proven call center technologies, and a staff of trained personnel to provide high-quality, consistent, patient-centric appointing services on behalf of MTFs and their clinics. Characteristics of our approach to patient appointing include:
- An experienced and established workforce with a proven history of providing appointing services to MTFs.
- Patient appointing representatives and managers who understand the unique requirements and demands MTFs face every day as they try to optimize beneficiary access to services in the context of changing supply and demand.
- Proven state-of-the-art call center technologies that maximize call handling efficiency and reduced transaction costs, such as Integrated Voice Response, Automated Call Distribution, Voice over Internet Protocol, Call Recording, and Workforce Management Systems.
- Proprietary tools that ensure consistent policy application for every appointment request and immediate dissemination of policy revisions with minimal staff training.
- Flexible service delivery model that can accommodate both decentralized (on-site) and centralized approaches, depending on client requirements, priorities, preferences, and space availability.
- GSA approved contractor. Contract Number: GS-23F-0068W
- Small business contracting support to help Government agencies satisfy their small business contracting goals, meeting service-disabled veteran-owned, 8(a), HUBZone, Tribal Owned, and small disadvantaged business considerations.
For more information, contact:
Mr. Roy Gaunce
Director, Call Center Operations
1-800-444-5445 ext. 318-6000
1-502-318-6000 rgaunce@humana.com.
Mr. Mike Payne
Executive Director of Operations
1-800-664-4140 ext. 1123
1-502-580-1123 mpayne@humana.com |
