Primary BPO

BACKGROUND

Please describe your company and position.

 I am the Contact Center Manager of an Ophthalmic Medical Practice

Describe what your company does in a single sentence.

Medical/Surgical Ophthalmology Practice improving people's lives. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Primary BPO to accomplish?

• To maximize productivity

SOLUTION

How did you find Primary BPO?

Online Search

Why did you select Primary BPO over others?

• Pricing fits our budget
• Good value for cost

How many teammates from Primary BPO were assigned to this project?

50+

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

Multiple departments representing an organization assiting with billing, insurance authorizations, inbound and outbound calling, incoming and outgoing medical records. 

RESULTS & FEEDBACK

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

• Minimal overturn of agents in each department. 
• Increase in productivity all around. 
• Decreased call wait times. 

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

They've delivered all items in a timely manner. Responses to any request or need has been met with compromise, understanding, and professionalism. 

What was your primary form of communication with Primary BPO?

• Virtual Meeting
• Email or Messaging App

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

The efficency of screening agents and timeliness of offering agents to be interviewed. 

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

Open communication. Supervisors and internal staff do not consistently communicate with the client.

BACKGROUND

Please describe your company and position.

I am the Virtual Implementation Trainer of Sight Partners

Describe what your company does in a single sentence.

Our company is an ophthalmology practice and surgery center. 

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Primary BPO to accomplish?

• offshore Remote scribes
• offshore Patient service representatives
• offshore billing and authorizing

SOLUTION

How did you find Primary BPO?

Referral

Why did you select Primary BPO over others?

• Pricing fit our budget
• Great culture fit
• Good value for cost
• Company values aligned

How many teammates from Primary BPO were assigned to this project?

18

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

Primary BPO assist with the following, patient finacial committees, live scribing for optopmetrist and opththalmologist, scheduling patients, prior authorizations, billing and coding and marketing initiatives. 

RESULTS & FEEDBACK

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

Yes especially the scribe services. 

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

Always, Steve and Zyra accomadate any idea or issue I have had with promptness and effectiveness. 

What was your primary form of communication with Primary BPO?

• Virtual Meeting
• Email or Messaging App

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

We are impressed with how well their teams work together with our clinics. Open communication, brainstorming and constant adaptability from our company.

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

Centralized services such as the phone room would benefit from hiring agents with minimal medical experience instead of none.