EurekaLIVE allows representative conversations to unfold in text format within 3-5 seconds of the words being spoken. In turn, the text triggers fly-outs to the representative based on in-built alert language to guide the agent through the call. Increased script and call guideline adherence, reduced training time, and service recovery are all results of our implementation of EurekaLIVE.
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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.