Outsource and Save

BACKGROUND

Please describe your company and your position there.

Owner & lead recruiter of Busy Bee Staffing LLC (https://busybeestaffing.co/).

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Outsource and Save?

We needed sales & recruitment support to assist clients who were re-opening their businesses and struggling to find talent as a result of the pandemic.

SOLUTION

How did you select Outsource and Sav and what were the deciding factors?

Outsource & Save was recommended to me by a client who utilized their services. Driving factors included excellent customer service, labor services available on weekends, and affordable pricing.

Describe the project in detail and walk through their service package.

I underwent an initial intake call to discuss my needs with the operations lead. Upon determining that they were able to assist. After this, the team presented a service agreement which outlined logistics related to the service. Shortly after, I met with the operations lead to review workflows/processes, and had the opportunity to meet the staff who will assist with the project.

How many resources from the Outsource and Save team worked with you, and what were their positions?

3 staff, all of which were full-desk recruiters (sales & recruitment specialists).

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

By partnering with Outsource & Save, my company's profits increased by 60%.

How effective was the workflow between your team and theirs?

The workflow was effective, as I took ownership of it. As a control measure, the operations manager was present during key meetings in which we made improvements to the process to ensure alignment and proper implementation of the adjustments requested.

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

I appreciated how thorough the intake call was. I felt as though they were truly trying to determine how they can help by asking inquisitive questions and diving deep into the business model, clients, goals, etc.

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

There were hiccups with their phone system during the initial implementation. However, it was quickly addressed and resolved by the tech team.

BACKGROUND

Please describe your company and your position there.

Priority Care Medical Management is a management service organization that provides physician practices with high level administrative management and consulting. It helps physician practice operate officiality and seamlessly. My position at Priority Care Medical Management is Executive Operational Director/partner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Outsource and Save, and what were your goals??

We hired Outsource and Save help answer the high volume of incoming calls for one of our very busy clinics (Priority Family Care Center). Our goal was to provide our patients better customer service and never miss a call, without increasing our payroll costs.

SOLUTION

How did you select this vendor and what were the deciding factors?

We selected this vendor from a recommendation through a friend (Dr. Ram Dandillaya) who has been working with Outsource and Save and has had a very positive result. After meeting with their representatives, we were pleased with the presentation and decided to start with them.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide telephone operator and customer service from the hours of 9:00 am to 5:30 pm, Monday to Sunday. They also provided Inbound and outbound scheduling service, Insurance verification, pre-authorization requests, credentialing, contracting, and web/email communication services from 9:00 to 5:30 pm, Monday to Friday.

Who did you work with and what was the feedback process like?

We worked with Amabia, who was the onboarding manager at Outsource and Save and she was fantastic. She helped create training manuals, performance indicators, and tests to qualify staff and maintain quality of service. She then proceeded to hire/fire/replace staff when necessary to further maintain quality. At times when staff are absent, she is quick to have someone fill in to avoid any downtime. Truly a fantastic experience so far.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Since we have signed up with them, we have not had any caller on hold longer than 30 seconds. We have experienced very positive results on google review as well as surveys that we have conducted with some of our patients. Our scheduling process has been smooth and painless, not to mention the costs saved by outsourcing.

Describe their project management style, including communication tools and timeliness.

They provided us with direct contact to a supervisor who addresses all our concern 24/7/365. Normally it takes them about 1 business day to implement changes, however; some more complicated changes have taken up to 3 business days.

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

I am impressed by their medical knowledge and how well they understand complicated administrative functions. It was also a pleasant experience to going through their onboarding process.

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

If they're able to do billing and coding, that will be a game changer for us. They expressed that they are in the process of implementing this as well, however not there yet.

BACKGROUND

Please describe your company and your position there.

I am the administrative supervisor for a prosthetic and orthotic medical provider. We service patients regarding orthotic and prosthetic medically referred services in the healthcare field.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Outsource and Save?

Our company needed administrative support to manage our fast growing prosthetic and orthotic industry. We have successfully been able to outsource our operator phone services, claims, insurance coverage and eligibility needs along with case management projects that improved our patient customer service.

SOLUTION

How did you select this firm and what were the deciding factors?

We chose this company as our BPO agency based on price structure, overall services offered, proven communication, response time, and their willingness to develop systems to fit our needs.

Describe the project in detail and walk through their service package.

This company is responsible for all our incoming data entry, updating and maintaining all accounts, as well as case tracking, processing, and fulfillment. We provide each team member with an assigned workflow that they must execute and provide feedback to improve all administrative systems involved with their assigned case processing.

How many resources from the vendor's team worked with you, and what were their positions?

We have a account manager as our point of contact and they have a team of 580 employees that are assigned to specific workflows based on client needs.

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

Having this company manage routine workflows has allowed us to expand and focus on company growth and improvement. We have been able to reduce payroll costs by 70%. We have also been able to increase overall patient satisfaction and response our companies time.

How effective was the workflow between your team and theirs?

We have weekly meetings to go over workflow systems with the assigned employee managing the set task . Our account manager checks in everyday by email or by phone. When any emergency or any urgent matters arise, all assigned employees respond immediately to assist.

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

They're communication and proactive attitudes. Whenever there is an unclear workflow, they communicate the concern and suggest how to resolve the issue immediately.

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

There was some lack of focus to certain defined workflows. Occasionally, some team members attempt to complete several projects at once in an attempt to assist or provide insight, however it is best to complete them one at a time. The account manager has been a great asset to ensure employees stay on track with their assigned focuses only.

BACKGROUND

Please describe your company and your position there.

I'm the business owner of GoPro Plumbing and we have over 15 plumbers working for us in various regions of California.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Outsource and Save, and what were your goals??

We used Outsource and Save to answer a high volume of incoming calls, address mid-level plumbing issues to clients, schedule and coordinate jobs with clients, Outbound sales calls to property management, generating quotes for jobs, and bookkeeping.

SOLUTION

How did you select this vendor and what were the deciding factors?

We had quite a few staff in California and it was getting very expensive to mange staff and their payroll as we were growing. I came across outsource and save through a friend who also uses their service. After shopping around we decided to go with them.

Describe the project in detail and walk through their service package, including any calling tools used.

Outsource and Save provides Telephone operator services from 9:00 am to 5:30 pm, Monday to Saturday. They place outbound sales calls during the same business ours, generate quotes, and schedule routes and appointments for our plumbers.

Who did you work with and what was the feedback process like?

I worked with the on boarding supervisor (Amabia) and she was fantastic. I couldn't ask for more since she not only helped set up our account but also created an operational manual and processes that I did not have otherwise.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We saved more than 68% per month in payroll costs even though we have hired more employees than before. We have increased sales with many property managers and experienced significant growth as a result. Outsource and Save made it possible for us to manage 15 plumbers, remotely, and cost-efficiently.

Describe their project management style, including communication tools and timeliness.

They checked staff daily and provided KPI results weekly without added costs. Outsource and save uses their own, custom built VOIP platform that is secure and will share data and communication through Zycom (their system).

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

The fact that they spent hours and hours in training and did not charge a penny until I was satisfied. I also expected an accent, since they are located in Mexico but my staff have 0% accent and not a single one of my client noticed that the calls are being answered from Mexico.

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

I guess if I had to say anything it would be to learn even more about plumbing that way I can outsource more jobs to them and save more.

BACKGROUND

Please describe your company and your position there.

We are a franchise consulting business. Assisting people who are looking for business ownership. I am a Franchise Consultant for the Franchise Consulting Company

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Outsource and Save?

I need people to insert leads into my CRM and then follow up with calls, emails, and texts trying to schedule an initial call with me. This could sometimes take 4-6 per lead before we drop them.

SOLUTION

How did you select this agency and what were the deciding factors?

I met Avo at a business expo in San Diego last year. We eventually talked after that and he described how Outsource and save could help and they did.

Describe the project in detail and walk through the stages of the project.

This could sometimes take 4-6 per lead before we drop them. They would also follow up on no-show appointments for me as well.

Describe the recruitment process in detail.

Not sure what you refer to here. Recuitment of what or who?

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

The three different women who did the work for me were very diligent and successful on a daily basis in setting appointments for me from the leads I had supplied. This took a lot of work of my plate.

How effective was the workflow between your team and theirs?

We communicated all the time and If I thought the process needed tweaking they were very receptive.

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

Their diligence and strong appointment setting skills were outstanding!

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

No, because we were always improving as we went along.