Tele-Help-Ing Inc

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a healthcare company. We manage aftercare from hospital admissions to improve patient outcomes and facilitate hospice transitions. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with Tele-Help-Ing?

Our company needed 24/7 medical concierge, professional triage, and acute symptom management skills. We also wanted to reduce costs so that coverage would always be available. This was rather impossible if we staffed locally, so we hired Tele-Help-Ing.

SOLUTION

What was the scope of their involvement?

Tele-Help-Ing provides clinical coverage and oversight. They provide bilingual (English/Spanish) nurse triage fluent in U.S. medical terminology and patient-facing communication. The nurses follow a structured, protocol-based triage, such as the Schmitt-Thompson protocol or equivalent. If the nurses aren’t U.S.-licensed, they operate strictly within the scope of symptom intake and protocol-based routing only. They also work under the clear oversight of a U.S.-licensed clinician. Any clinical decision-making outside defined protocols must be escalated to a U.S.-licensed RN, NP, or MD. If any staff are U.S.-licensed RNs, I need to know the state(s), license status, and whether compact privileges apply.

For scheduling and access, coverage must align with U.S. time zones, especially evenings and weekends when readmission risk spikes. Tele-Help-Ing’s team also has the flexibility to scale staffing during peak discharge periods or seasonal surges.

For reporting and documentation, the team provides daily, weekly, and monthly reports on call volume, call resolution outcomes (self-care, provider follow-up, ER), escalations, avoided readmissions, and more. The documentation must follow U.S. charting conventions and be entered into our EHR. 

In terms of quality assurance and compliance, the team conducts regular call audits with a feedback loop overseen by a U.S.-licensed RN. All staff must have HIPAA training and use HIPAA-compliant platforms, such as encryption and secure file transfer. A business associate agreement (BAA) is required if they touch PHI directly.

For staffing integrity, Tele-Help-Ing must provide credentialing documentation, such as license/certification verification, education records, and background checks. They also provide staffing guarantees to avoid dropped calls, with overflow backup capacity.

For client coordination and support, I have one primary point of contact fluent in English. This person is responsible for scheduling, issue escalation, and general performance tracking. They’re also willing to collaborate on initial onboarding and periodic protocol updates. Staff training includes cultural sensitivity for U.S. patients, especially post-discharge.

As an option, I have access to a supervising U.S.-licensed RN embedded in their workflow or retained by us. They also have the ability to hand off directly to U.S. telehealth providers if escalation beyond triage is needed.

What is the team composition?

We work with five teammates from Tele-Help-Ing all licensed in the multiple states we service.

How did you come to work with Tele-Help-Ing?

I was introduced to Tele-Help-Ing through another company that was already using their services. My staffing requirements were very specific, and I needed to work with a remote staffing agency that would understand the high degree of language proficiency and professionalism that I required. As a result, I chose Tele-Help-Ing.

What is the status of this engagement?

We started working together in October 2022, and the engagement is ongoing.

RESULTS & FEEDBACK

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

For clinical impact, we’ve seen a reduction in 30-day readmission rates among enrolled patients. We also conduct subgroup analysis for high-risk discharges, such as CHF, COPD, and diabetes. Moreover, we’ve seen a 90% increase in the percentage of patients reached within 48 hours of discharge. The average time from discharge to first contact has also improved.

For escalation appropriateness, we’ve seen an 80% increase in the percentage of triage calls escalated to U.S. providers that resulted in an actionable intervention. We’ve also seen a reduction in inappropriate ED referrals.

For operational performance, the average time to answer is 28 seconds, and 98.2% of calls are answered within 60 seconds. The call abandonment rate is 2.3%, and we’ve maintained under 5% across all shifts. The average call duration is six minutes, and we’ve seen efficient protocol adherence with high patient clarity. The escalation turnaround time is 12.4 minutes, which is the time from escalation trigger to handoff to U.S. providers.

For documentation and reporting quality, 99.2% of notes are submitted within 30 minutes. There’s a seamless upload to the shared care platform (PDF + EHR note field). The audit flag rate is 1.1%, and there are minor issues, such as grammar and terminology. However, none of them are clinically significant.

For patient experience, we’ve seen a patient satisfaction score of 4.7 out of 5. In addition, 92% of patients say the nurse understands their concerns. Meanwhile, 74% of patients say they don’t prefer the call to be done in person.

For compliance and oversight, we’ve had zero HIPAA violations or data breaches. The staff has completed U.S. HIPAA training, and the platform has passed an external IT security audit. We’ve also seen a 98.7% protocol adherence rate based on a QA audit of 100 calls per month. Deviations are reviewed, and retraining is completed within five business days.

How did Tele-Help-Ing perform from a project management standpoint?

Tele-Help-Ing is highly responsive during both the onboarding phase and ongoing operations. Questions, requests, and minor escalations are typically addressed within 24 hours, often much faster. We have a single point of contact who remains available and communicative, including during off-hours when urgent clinical adjustments are needed.

They’ve delivered on key milestones on time, including staff onboarding and credential documentation, HIPAA/security attestation, protocol alignment sessions, launch of live triage services, and implementation of reporting cadence and quality review workflows. We’ve had minimal delays, and the few we’ve encountered have been communicated transparently and resolved promptly.

Tele-Help-Ing has adapted well to changes in scope, including modifications to call scripting, escalation thresholds, and patient communication workflows. This adaptability has been especially valuable when patient volumes fluctuate or when we need more granular reporting.

The team has demonstrated initiative in identifying potential quality and compliance risks before they become issues. For instance, they’ve flagged unclear documentation fields and suggested refinements in Spanish-language scripting. They’ve also proactively suggested improvements to scheduling coverage during U.S. holiday weekends.

What did you find most impressive about them?

What sets Tele-Help-Ing apart is their combination of clinical fluency, cultural empathy, and zero defensiveness when it comes to improving workflows. They don’t just plug into our system; they get what we’re trying to do and make it stronger.

Are there any areas they could improve?

Nothing comes to mind.

BACKGROUND

Please describe your company and position.

I am the CEO of a legal company 

Describe what your company does in a single sentence.

Paralex provides on-demand legal support for small businesses

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Tele-Help-Ing to accomplish?

• Paralegal assistance

SOLUTION

How did you find Tele-Help-Ing?

Podcast guest

Why did you select Tele-Help-Ing over others?

• Pricing fit our budget
• Highly respect founder and owner

How many teammates from Tele-Help-Ing were assigned to this project?

2-5 Employees

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

We were in need of a legal specialist to review and revise contracts prior to supervising attorney review and verification.

RESULTS & FEEDBACK

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

Overall evaluation of personnel that we hire from Tele-Helping in terms of responsivness, quality of work, culture fit and accountability

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

Yes, they delivered on time and were very resonsive to our needs.

What was your primary form of communication with Tele-Help-Ing?

• Virtual Meeting
• Email or Messaging App

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

Comprehensive sourcing and interview process to find suitable candidates to present to us.

Are there any areas for improvement or something Tele-Help-Ing could have done differently?

None come to mind right now.

BACKGROUND

Please describe your company and position.

I am the Executive of Teammate

Describe what your company does in a single sentence.

We build custom software for small businesses

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Tele-Help-Ing to accomplish?

• Optimize Workflows
• Increase Client Engagement
• Scale Revenue

SOLUTION

How did you find Tele-Help-Ing?

Other

Why did you select Tele-Help-Ing over others?

• Pricing fit our budget
• Company values aligned

How many teammates from Tele-Help-Ing were assigned to this project?

1 Employee

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

We worked to scale our consulting clients with the support around the following:- VA services to manage emails, calendar, and document review- Optimization of workflows with detailed SOP generation for complex systems- Automation with AI tools and low-code/no-code integrations to core services- Manual data review and scraping through fully automated data automation

RESULTS & FEEDBACK

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

Founder time freed up from delivery tasks with an increase in quality (NPS). 
- Doubled revenue from year prior
- More time on building (fun stuff)

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

They were always on time and proactive about holidays and out-of-office dates. They are the best outsourced staffing company I have ever worked with!

What was your primary form of communication with Tele-Help-Ing?

Virtual Meeting

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

Fast matching, easy to work with candidates, and strong mission focused founder. 

Are there any areas for improvement or something Tele-Help-Ing could have done differently?

Nothing comes to mind!

BACKGROUND

Please describe your company and position.

I am the Owner of Freeland Financial

Describe what your company does in a single sentence.

advanced life insurance IULs and annuities.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Tele-Help-Ing to accomplish?

• help contact leads
• nurture current clients
• post on social media

SOLUTION

How did you find Tele-Help-Ing?

Linkedin

Why did you select Tele-Help-Ing over others?

Good value for cost

How many teammates from Tele-Help-Ing were assigned to this project?

1 Employee

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

VA calling from Mexico to the US. 

RESULTS & FEEDBACK

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

lead contact and booking appointments

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

yes, I'm still working with the VA.

What was your primary form of communication with Tele-Help-Ing?

Virtual Meeting

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

VA is English speaking and org. from the US

Are there any areas for improvement or something Tele-Help-Ing could have done differently?

More efficiency from the VA. Hard to track working all hours

BACKGROUND

Please describe your company and position.

I am the Owner/realtor of Envision The Dream

Describe what your company does in a single sentence.

My company does Real Estate sales all over Orange County

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Tele-Help-Ing to accomplish?

• Marketing
• Advertising
• Media

SOLUTION

How did you find Tele-Help-Ing?

Other

Why did you select Tele-Help-Ing over others?

• High ratings
• Great culture fit
• Referred to me

How many teammates from Tele-Help-Ing were assigned to this project?

1 Employee

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

Designing my business logo, designing marketing campaigns for my business Instagram and Facebook. Creating advertising videos for social media. 

RESULTS & FEEDBACK

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

It was great progress! 

Continue adverting and marketing on social media.

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

They delivered on time and responded quickly to all needs that I asked for. 

What was your primary form of communication with Tele-Help-Ing?

• Virtual Meeting
• Email or Messaging App

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

The Communication which is key for me, that is very valuable for me is the open communication!

Are there any areas for improvement or something Tele-Help-Ing could have done differently?

They are doing great in my opinion!

BACKGROUND

Please describe your company and position.

I am the Owner of Serrano Bookkeeping

Describe what your company does in a single sentence.

We are a bookkeeping firm.  

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Tele-Help-Ing to accomplish?

• Hire an Admin

SOLUTION

How did you find Tele-Help-Ing?

Mutual industry connection

Why did you select Tele-Help-Ing over others?

• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Tele-Help-Ing were assigned to this project?

2-5 Employees

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

Post job description, vet candidates, onboard candidate, support and check in with how the candidate is performing.  

RESULTS & FEEDBACK

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

Hitting milestones quickly.  

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

Yes, faster than expected and communicated effectively and consistently.  

What was your primary form of communication with Tele-Help-Ing?

Email or Messaging App

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

Their culture, kindness, and excellent work impressed us.

Are there any areas for improvement or something Tele-Help-Ing could have done differently?

No.