Inspira Call Center Functions and Capabilities:
Crisis Intake/Case Management Services
Telemedicine: Telemental Health Services
INSPIRA’s healthcare call center is located at the INSPIRA Headquarters in Caguas, PR.
Outbound/ Inbound services
Data entry and processing services
Research and Surveys
Follow up calls
Phone/ Crisis Hotline/ Customer service Chat:
1 (800) 284-9515/ 787-704-0705 Fax: 787-704-0870
The Call Center provides telephone crisis intervention response to callers in an acute behavioral health crisis, attempting to stabilize them until a crisis counselor or other crisis services provider can intervene to provide more extensive or specialized service.
24-hours, 7 days a week response
We provide real time and historical call center metrics reporting.
To accomplish world-class service levels, call monitoring becomes a key factor in reaching this goal. 100% call recording for quality control monitoring purposes. Our service is designed to implement this procedure and improve your overall efficiency.
Every monitored call is subdivided in four stages to fully cover all aspects related with the service:
Opening: Measure, among other things, how the representative identifies himself/herself and the company
Development: Measure how the representative deals with information, how he/she deals with a Complaint or give a solution.
Closing: Measure how the representative offers additional information and identifies their selves.
Quality Aspects: Measures the modulation, voice tone, courtesy, among others criteria’s.
Monitoring evaluations are discussed with the agents to provide immediate coaching whenever is necessary to achieve excellence.
Agent, Supervisor and Manager levels – Non-clinical customer service agents and experienced Case Managers (Social workers and Psychologist) Our supervisors and managers have strong experience and analytical capabilities.
Security: We employ security and confidentiality tools and technology, perform continuous quality control and auditing procedures in order to ensure both the quality and integrity of data.
Recruiting and Training: Rigorous recruitment process and intensive training for candidates selected as call center agents, to meet and exceed desired standards of operation. training programs include comprehensive skill enhancing programs, on-the-job training, continuous education courses and testing, among others. The recruitment process involves pre-screening through evaluation assessments of the CSRs personalities, call center skills, teamwork skills and communication skills. The screening criteria are based on customer needs and requirements.
Continuously agent metrics reports: shows the agent how they are performing and where they can improve.
Case Management/ Telephone support/ Patient Scheduling and surveys.
Call center operators will provide general information, handle and canalize customer’s inquiries with the clinical facilities and appointment scheduling, available during business hours Monday through Friday, 6:00 a.m. to 6:00 p.m.
The Crisis Hotline can be contacted 24/7 for mental crisis assistance: Our case management Call Center staff is able to provide assessment over the phone, and determine appropriate levels of intervention. Offering support and crisis intervention to members dealing with mental health emergencies and providing these individuals the services they need in order to remain safely in the community.
IT for planning and implementation
IVR/ Intelligent Call Routing/ Call Recording/ Call back system
Confidential Medical Records program
Training and continued educational programs
Customization: Customizable templates to fulfill the client needs
Standard reports from various systems
Integrated data management
Flexibility: we provide you the flexibility your business requires to meet demand when things change.