Healthcare focused contact centre

Driving positive health outcomes through a contact centre support

At Atlantis Healthcare we ensure that patients enrolled in our programmes receive the highest level of personalised care and support through our in-house healthcare contact centre.

Our services

Each patient support programme we deliver is different – tailored to the disease state and the unique needs of the relevant patient population. To support a wide range of patient support programme needs, we offer an extensive range of in-house contact centre services and features, including:

  • in bound and outbound contact centre services;
  • multilingual/ multi country support;
  • interactive voice response (IVR) system that allows patients to service their own inquiries by following the prompts given;
  • telephone surveys of patient populations or stakeholders;
  • dynamic phone scripting to tailor the phone call to the exact requirements of the patient, their concern or query;
  • skills-based routing directing calls to the most appropriate, qualified and skilled call centre staff;
  • priority queue ensuring help and support lines achieve the highest possible live answer rates;
  • web chat enabling a real-time online conversation with a qualified staff member;
  • best contact time and type functionality enabling to queue and schedule call backs at a specified point in time and to tailor the mode of communication (eg text, email or phone call);
  • third party appointments booking facility.

Our team

Our Atlantis Healthcare support team is able to handle all types of queries carefully and accurately and redirect patients to the most appropriate representative based on their profile and call history.

Our contact centre staff:

  • are trained nurses and health representatives;
  • receive regular and ongoing training for the Atlantis clinical team on delivering effective support and interventions;
  • have extensive disease state and product knowledge; and
  • have relevant legal and regulatory knowledge.

Our quality assurance

To ensure highest quality of contact centre support, we enforce:

  • an extensive programme briefing process for our contact centre staff;
  • stringent compliance procedures, particularly around adverse event management;
  • ongoing professional training standard for our staff.

Contact

Please contact us to discuss any of our contact centre support services.