TeleHealth Contact Center

Qualified resources and high technology

We know that one of the most important aspects of managing your business is taking good care of your customers. Our services are focused on meeting the demands of today’s market.

Multidisciplinary assistance

We have an operational support network of more than 500 professionals, including social workers, physicians, nurses, and qualified operators who work to anticipate and identify the needs of your business and provide progress reports.

Omnichannel Technology

We use a redundant technology system to ensure service continuity in the event of any atmospheric or technological situation, while operating 24 hours a day, seven days a week, including holidays.

URAC accreditation as a Health Call Center since 2001

(NAL service)

+3 million lives served annually

+1 million calls answered and received annually

Bilingual assistance in Spanish and English

We provide service in different areas

We offer 24/7 assistance, patient orientation, and medical care

Our Contact Center services are specialized in four main areas, complemented by each other to achieve a complete and satisfactory user experience.

Customer Service

Personalized assistance and guidance

Customer support

The team of representatives provides guidance regarding the benefits your health plan offers. Total satisfaction is taken into consideration, channeling concerns, or complaints you may have, related to provider networks, medical equipment, and pre-authorizations, among other situations.

Pharmacy

Users of this service receive guidance about their benefits under their pharmacy coverage. Pharmacies have the support needed to receive the precise information required to process prescriptions and the protocol to send pre-authorizations, corroborate if a medication is excluded from the approved medications list and review the status of claims.

Outreach

Program designed to maximize reach and increase customer retention. It allows us to be proactive in evaluating trends. It uses multiple communication strategies such as text messaging, chatbot, text to speech, outbound dialing, voice broadcasting, emails and, if necessary, home visits.

Health Services

Wellness programs focused on a healthy lifestyle

Diabetes Prevention

Program of the Center for Disease Control and Prevention (CDC) that aims to reduce the risk of developing type 2 diabetes, a condition that has remained in recent years as the third leading cause of death in Puerto Rico. We currently hold CDC Preliminary Recognition as a Diabetes Prevention Program.

Smoking cessation

Program created to help people quit smoking. Designed to influence groups of smokers at the employer and community level, it uses a behavior and habit management approaches to cessation or decrease of tobacco use and reduction of exposure to secondhand smoke.

In control

Weight management program where medical nutritional therapy is offered to people identified as overweight or obese and who have additional health risk factors such as diabetes and hypertension, among other conditions.

Risk profile assessment

This assessment program includes questions that seek to identify health practices, habits, barriers, and trends, collecting information from the person's past and current situations. Based on the responses the program assists you in categorizing the individual's health risk levels. It has the capacity to identify social determinants within each population.

Prenatal

Program created to help remove barriers, raise awareness of existing conditions, nutrition guidance, breastfeeding, and care plans for conditions that may impact the outcome of pregnancy. It is complementary to obstetric care and promotes a healthy pregnancy.

Wellness Program

It includes sections and workshops of physical activity, orientation services and assistance for the development of environmental initiatives and implementation of programs according to the needs of the client, among which are: Prenatal, Smoking Cessation, In Healthy Body and In Control.

Clinical Management

Healthcare in various disciplines

PharmaMedik

Retrospective audit program where a cross-relationship is made between the purchase of a prescription through the pharmacy coverage and its diagnostic codes billed to the medical plan, which allows analyses for fraud and abuse, optimization of the pharmacy benefit and evaluation of clinical measures.

Adherence

Program in which the patient's behavior is oriented and directed, encouraging the increase of their abilities to correctly handle their treatment, as indicated by their physician, changing their lifestyle in favor of compliance with therapeutic instructions, thus avoiding health relapses.

MTMP

The Medication Therapy Management Program (MTMP) is designed to improve medication use, reduce the risk of adverse events, and improve medication adherence.

Emergency management

24/7 assistance in social, personal and health emergencies

Social problems

Assistance service in emergencies of a social nature. Our specialized staff manages the situation following protocols, in coordination with the appropriate assistance entity, to respond to situations of domestic violence, family preservation and support, protection of minors, help to the elderly, and assistance for adults with disabilities.

Health Alerts

Health emergency response, guidance, and management service. TeleMedik's clinical staff services the user virtually, following up until resolution of the situation. In case of extreme conditions, we refer and coordinate assistance with 9-1-1. This service can be complemented with the biomonitoring program, through the use of peripheral devices to measure health indicators such as heart rate, blood pressure, diabetes control, etc.

Assistance remote management

Emergency assistance service backed by a software that sends and receives SOS alerts. It allows direct connection with the user through a mobile device with access to vital information for quick assistance such as personal and health data of the user, location of the emergency, real-time tracking, live audio, and video recording, among others. This service can be used for personal emergencies and/or as complementary to emergency services arising from social problems and health alerts.

Our services integrate Omnichannel Technology

We provide assistance how and when the client needs it

Users are looking to interact with your company through the channel they choose. At TeleMedik we are ready for!

Voice (inbound, outbound, direct agent)
Video
Text message (SMS)
Email
Social Messaging
Web chat
Virtual Assistant (Chatbot)
Live transcription and translation
Callback
Robust Interactive Voice Response (IVR)

Greater accuracy. Better results

We like to see our customers satisfied

Connection with multiple IPs
Voice recording of calls
Real-time history and reporting
Satisfaction surveys
Live analysis of user “sentiment”

Request a proposal or more information

We advise you with a plan adapted to the needs of your business