OnQ Global

BACKGROUND

Introduce your business and what you do there.

I’m the president of a revenue cycle management company for radiology groups nationwide. We serve about 125 different radiology groups across the country.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OnQ Global?

We needed a group to handle calls from patients. 

SOLUTION

What was the scope of their involvement?

OnQ Global provided us with remote call center services. We received about 4,000–5,000 calls a day from patients. We send out medical bills, and patients call in. While our IVR handles some of our inflow, we needed a group to handle calls with questions about a patient's bill, take a payment, follow up, etc. OnQ Global also managed our Spanish-speaking customers.

OnQ Global handled some escalated calls and email follow-ups that might have come in from those calls. The team updated accounts and managed notes that originated with the call. OnQ Global also took payments in our various online portals when a patient called and wanted to pay over the phone.

We had a very detailed SOP that the teams followed. We worked very closely with OnQ Global on the training and follow-up, so they were integral in that process. However, the team followed our processes.

OnQ Global worked using Imagine, our billing platform. The team also worked through our telephone system, took calls through MyTel, looked up patient accounts, documented notes, and took payments in Waystar and ImaginePay.

What is the team composition?

We worked with roughly 50 agents. I worked closely with Sean at an executive level. 

How did you come to work with OnQ Global?

We were looking for BPOs, so we found them through a recommendation.

How much have you invested with them?

We spent about $100,000 a month, over $1 million in total.

What is the status of this engagement?

We started working with them in October 2011. We ended our agreement in October 2024. Our company was acquired, and the partnership was no longer needed. It had nothing to do with their performance; it was a business decision.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We tracked the average answer speed, average hold times, and average handle time.

How did OnQ Global perform from a project management standpoint?

The team met deadlines and stayed on budget throughout the partnership. We communicated via email and regular Microsoft Teams meetings.

What did you find most impressive about them?

Their work quality was impressive. Customer service is a very challenging business with many quality questions from clients. We recorded all of our calls. We had weekly quality scores for OnQ Global, and they consistently exceeded expectations in terms of quality. Our end customers' feedback was dramatically different after working with OnQ Global.

Are there any areas they could improve?

The team went through a period of cycling through some employees. OnQ Global did a great job of training and getting people in, but we had some employee turnover throughout the relationship.

Do you have any advice for potential customers?

Develop a regular partnership cadence. OnQ Global was tremendous to work with. It’s important to be fully aligned on expectations and communicate those regularly. As small issues inevitably pop up, make sure you give them feedback so they can address them.

BACKGROUND

Introduce your business and what you do there.

I'm the director of practice operations for a private practice radiology group.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OnQ Global?

We wanted to have visibility into our revenue cycle from a high-level analytics perspective.

SOLUTION

What was the scope of their involvement?

We've hired OnQ Global to create business intelligence dashboards using our revenue cycle management data.

What is the team composition?

I work with four teammates from OnQ Global: Juan, Alex, Sean, and Patricia.

How did you come to work with OnQ Global?

I had worked with OnQ Global previously in other capacities. For this project, I outlined what I was looking for in the dashboards, and OnQ Global reviewed that internally and then came back to me with some pricing.

How much have you invested with them?

We've spent around $10,000.

What is the status of this engagement?

We've been working with OnQ Global since May 2025, and our engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

OnQ Global has completed the project, and their work has exceeded our expectations.

How did OnQ Global perform from a project management standpoint?

OnQ Global has met deadlines and stayed on budget. They've integrated easily into our business operations. We typically communicate via email, Microsoft Teams, and phone calls.

What did you find most impressive about them?

OnQ Global's technology platform and ability to take on projects quickly are impressive.

Do you have any advice for potential customers?

Trust the process because OnQ Global is great to work with.

BACKGROUND

Introduce your business and what you do there.

I’m the president of PBS Radiology. We provide revenue cycle management and consulting services to practices in the radiology space.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OnQ Global?

We needed help scaling quickly for clients and handling spikes in work.

SOLUTION

What was the scope of their involvement?

OnQ Global provides call center and clerical functions for us. They work on various AR tasks and handle calls. We provide the scripts and processes for them to follow.

The team works as an extension of our team, which allows us to scale quickly and handle spikes in work. We’ve incorporated them into our team, which is important because we’re an extension of our clients’ practices.

What is the team composition?

We work with various operational team members.

How did you come to work with OnQ Global?

They were recommended to us by several people; they've got a great reputation. A lot of our team has known their leadership for years. They have wonderful leadership. I'm very comfortable picking up the phone and speaking with any of them to resolve any issues, but they've just got a great reputation in the industry and are very experienced.

What is the status of this engagement?

We started working together in June 2022, and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The team does an excellent job for us. Our partnership with them allows us to maintain excellent metrics within our call center. Because of this, we’re able to keep our hold times under a minute.

The team has been great. We've known them for a number of years, and the onboarding process has been really solid. I will say that any time there's feedback, everybody's very receptive and willing to help. 

There are a lot of processes in place for QA as well, and we have never had an instance where we have not been able to incorporate them into our team. And that has been really important because we're an extension of our clients' practices, and they're an extension of us and our team. And so the onboarding practices were very smooth due to commitment on both sides.

How did OnQ Global perform from a project management standpoint?

The team delivers work on time and within budget. They communicate well and are eager to please clients. The partnership is great; they have been a key part of our growth. We collaborate through Microsoft Teams and SharePoint.

What did you find most impressive about them?

Their commitment to excellence is similar to ours, and the constant pursuit of a wonderful culture as well. The commitment to excellence and the culture that they provide to their teams. They have a wonderful retention rate, and their leadership looks at things similarly to us. 

They take care of their clients and provide high-quality service. With the bar set high and people treated well, business follows—and that is hard to come by.

They are a significant part of our offering and our business.

Are there any areas they could improve?

No, there’s nothing I’d have them do differently. The more you can minimize the training, QA, and work that your own staff has to do, the better. When we give feedback, we’re very happy with the partnership and their actions.

Do you have any advice for potential customers?

Keep the lines of communication open. Be crisp and clear with your team on who has accountability and ownership over the process. So, for example, if outsourcing the customer service function, be very clear who owns that internally and make sure your teams understand that it’s a partnership. It's now their responsibility; they are an extension of you. If there’s an area of concern, bring it up in a transparent and collaborative way.

Being transparent, direct, and clear, and doing so collaboratively, has been wonderful for the working relationship on both sides.

BACKGROUND

Introduce your business and what you do there.

I’m the VP of revenue cycle management for a company that works with radiology groups.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with OnQ Global?

We needed help with many services within revenue cycle management, such as customer service and AR denial management.

SOLUTION

What was the scope of their involvement?

OnQ Global helps us with customer support. They handle inbound calls and make outbound calls for AR denial management. The team also helps us with payment posting, refund processing, and following up on claims with payers. We create our SOPs, and OnQ Global trains and follows those.

What is the team composition?

We work with roughly 180 teammates from OnQ Global. We have leads for each area, and we have an overall contact that we meet with monthly.

How did you come to work with OnQ Global?

We met OnQ Global through the industry. They had a presence at the RBMA and other shows. We began discussions with them, and I knew some of the original leaders of OnQ Global through the healthcare industry. They had a phenomenal reputation, and their business model aligned with ours, so it was a good fit for us.

What is the status of this engagement?

We began working together in August 2014, and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

OnQ Global has exceeded our expectations. They assist with about 40,000 inbound patient phone calls a month. Our speed to answer is less than 7 seconds, and our goal is less than 60 seconds. We monitor them every month, and they’ve kept us within 10 seconds of speed to answer for years. We don’t just monitor speed to answer; we also monitor resolution. The abandonment rate is very low, and they hit the numbers every month. We QA them monthly, and they seldom fall out of the 97%–98% range.

Overall, they’re a partner, not just a vendor. They want to be involved in our business model and goals to ensure they align with us to ensure we’re successful.

How did OnQ Global perform from a project management stand point?

They always have an assigned project manager. We have a project manager on our side who keeps the trains running on time. They’re very detailed and organized, and everyone is held accountable. Managing projects with them has been very successful for us.

We all use Microsoft Teams, and we have weekly touchpoints depending on the size and urgency of the project. All parties join the call, and we follow the project plan for updates.

What did you find most impressive about them?

Their leaders stand out the most. They lead their teams and have compassion for their teams, wanting them to be successful. They truly want success for each of their individual team members, which is somewhat unusual.

Are there any areas they could improve?

They could’ve paid closer attention to the details in the SOPs. We’ve had some bumps in the road, but they’ve been minimal. As soon as we address them, they correct them.

Do you have any advice for potential customers?

You have to put in the work. Don’t go into the relationship and expect them to do everything. You have to ensure you have accurate and detailed documentation. You need to meet weekly with your leaders and teams to get feedback and provide ongoing collaboration and education.

BACKGROUND

Please describe your company and position.

 I am the Customer Service Manager of a medical company 

Describe what your company does in a single sentence.

Healthcare billing

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire OnQ Global to accomplish?

• Help with customer calls

SOLUTION

How did you find OnQ Global?

I wasn't involved.

Why did you select OnQ Global over others?

I wasn't involved.

How many teammates from OnQ Global were assigned to this project?

22

Describe the scope of work in detail. Please include a summary of key deliverables.

Helps with inbound calls, including chat and emails.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Allowed us to handle call voume while keeping answer time to under 1 minute. Also helped cement QA process.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They have always met any deadline given. They are extremely flexible.

What was your primary form of communication with OnQ Global?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Their sense of family and growth is impressive.

Are there any areas for improvement or something OnQ Global could have done differently?

No.