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2019 Call Center Presentation

Sequence Health provides patient engagement solutions to over 155 healthcare clients in 43 states. Their comprehensive solution integrates marketing, education, and management tools to drive patient conversions. This includes website design and development, digital marketing, video production, social media advertising, and a 24/7 medical call center located in Cullman, Alabama that provides services like appointment setting, insurance verification, clinical phone triage, and prescription refills through 160 agents and phone nurses with the capability to expand to 360 seats. Sequence Health offers various service levels for the call center and comprehensive reporting on key metrics.

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Marvin Moffatt
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84 views

2019 Call Center Presentation

Sequence Health provides patient engagement solutions to over 155 healthcare clients in 43 states. Their comprehensive solution integrates marketing, education, and management tools to drive patient conversions. This includes website design and development, digital marketing, video production, social media advertising, and a 24/7 medical call center located in Cullman, Alabama that provides services like appointment setting, insurance verification, clinical phone triage, and prescription refills through 160 agents and phone nurses with the capability to expand to 360 seats. Sequence Health offers various service levels for the call center and comprehensive reporting on key metrics.

Uploaded by

Marvin Moffatt
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Sequence Health Overview 1

Patient Engagement Solutions

155 17+
Clients in

43 states
clients Years of healthcare
innovations

45% 45% 10%


Of our clients are surgery centers,
Of our clients are hospitals Of our clients are practices
device manufacturers and
pharmaceuticals

3
Comprehensive Solution 3
Integrated Marketing Solutions to Drive Patient Conversions
Connect Convert Manage
Website Design & Development Online Seminars Healthcare CRM/EMR Integration Patient Portal
- Responsive Design - Slide Based - Lead & Patient Tracking - Integrated in Client Website
- Optimized for all Mobile Devices - Slide Based with Video Insert - Seminar Management - Appointments and Payments
- Engaging User Experience - Full Custom Video - Support Group Management - Ongoing Video Education based on
- Professional Voice Over Talent - Appointment Management Step of Care
Digital Marketing - Multi Lingual - Automated Engagement - Customized Lab Results
- Search Engine Optimization (SEO) - Scripting/Storyboarding - Patient Care Coordination
- Pay-Per-Click Ads (PPC) - Certificate of Completion - Reminders
- Surveys Telehealth
Advertising Educational Videos - Integrated with Client Scheduling
- Television Engagement videos throughout care pathway Medical Call Center 24x7 Book with Credit Card Processing
- Radio - Patient Care Coordinators - Desktop, Tablet and Phone
- Online Advertising Video Production • Handle Inbound Calls Compatible
- Print - Full Production services (pre-production, • Appointment Scheduling - HIPAA Compliant
- Billboard video production, post-production) • Appointment Reminders - High Definition Video
- Handle all video shoot logistics and go • No Show Follow-Up
Social Media Advertising on site for shoot • Warm Transfers Chronic Care Management
- Professional Voice Over Talent • Insurance Verification - Enrollment
Re-Engagement Campaigns - 20 / 40 / 60 minute Phone
- Digital Advertising - Nurse Line Encounters Recorded in the Client
• Social Media video ads • Triage EMR
• Website videos • Prescription Refills - Annual Wellness Visits
• On Call
• After Hours
Sequence Health Supports Many Leading Healthcare Systems
Sequence Health Contact Center

• Contact Center Headquarters:


Cullman, Alabama

• In January 2018 – We moved from


Atlanta to our brand new state of the
art facility.

• 160 seat facility team members


(includes agents, Phone RN’s, and
Leadership).

• Expansion capability of an additional


200 seats for a total of 360.

3
Contact Center– Service Levels and Models
Service Levels
• Your patients are our number 1 priority
– Level 1 – 70% Answered in 30 seconds / <4% Abandon Rate
– *Level 2 - 80% Answered in 30 seconds / <2% Abandon Rate
– *Level 3 - 90% Answered in 30 seconds / <2% Abandon Rate
*Premium rates apply
• All Abandoned Calls returned
• Our Service Model
– Per Talk Time Minute
– Dedicated Team Members Assigned to Account

3
Contact Center Services 24x7
• Inbound/Outbound Calls
– All calls recorded
• Appt Setting in your EMR
– Reminders/Missed Appt Calls
• Insurance Verifications/Authorizations
• EMR messaging
• Call Routing
• Prescription Refills processing and ordering with our Nurse Line
• Clinical Phone Triage
• Nurse on Call

3
Contact Center Reporting
A few Examples from a very large list of capabilities

9
Comprehensive Call Center Management Tools

3
Comprehensive Call Center Reporting

3
Comprehensive Client Reporting

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