Sophisticated Call Handling
Our Contact Center Services leverage the power of leading-edge call center technology. Using advanced telephony and call routing software from industry-leading providers, incoming calls can be routed directly to a Care Specialist or directed to a customized voice response menu that allows callers to select from a menu of call handling options. When routed to the next available agent, this can include special call treatment scenarios that direct specific calls to special call center agents with the necessary skill level to best handle the call.

Monitoring and Quality Assurance
Call performance is strictly monitored in real time for quality assurance and productivity analysis of individual, queue and departmental performance. Call performance statistics are posted on the Customer Service Department bulletin board throughout the day while individual statistics are viewed on each agent's workstation. The Center maintains strict protocols, processes and policies to ensure the highest call performance standards are met.

Multi-Lingual Capabilities
CMO can provide callers with assistance in both English and Spanish. We have also assisted callers who speak other languages including Mandarin, Russian, French, Malayalam, Serbo-Croatian, Filipino, and Portuguese by accessing Montefiore Medical Center's language bank.

Deaf and Hearing Impaired
CMO Customer Service staff can assist speech- or hearing-impaired members through text transmitted telecommunications equipment (TTY). All Customer Service Liaisons are required to attend training on healthcare delivery to the deaf and hard of hearing.

Reporting and Analysis
CMO can provide daily, weekly and monthly statistical reports on all Customer Service Department activity. Report statistics provide detailed information on individual agents, queues and the department as a whole. Reports are broken out further by Health Plan Affiliation, Caller Type (Member vs. Provider) and Issue Type (Claims and Authorizations vs. Eligibility).

Continuous Improvement
The Customer Service Department Management Team meets on a monthly basis to discuss call performance trends and observations and devise action plans to enhance the service it provides its customers, enhance the skills of its Customer Service Liaisons (e.g., in-services, retraining, reauditing strategies, discipline, etc.) and maintain our competitive advantage.