Post-Call Speech Analytics
CallMiner records 100% of our calls, allowing us to track key behaviors and increase coaching opportunities through trend analysis and identification of strengths and deficiencies among our staff. Further, this technology delivers clear and measurable results to our supervisory and call center staff, allowing us to improve our quality assurance incentive structure to make it more meaningful.
Commitment to Technology
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State Collaborates with HFMA and ACA International
The Healthcare Financial Management Association (HFMA) recently published voluntary best practices for the fair resolution of patients’ medical bills. The best practices are designed for use by healthcare providers, providers’ business affiliates and credit bureaus. Jointly published with the Association for Credit and Collection Professionals (ACA International), the 28-page report updates and extends guidance that was originally published by HFMA in 2014. The report emphasizes the importance of educating patients and ensuring that they understand the account resolution process.