Telephone Outreach Engagement Summary
Service Reminders
State and federal regulations require our client to ensure that a satisfactory percentage of the population utilizes certain preventive health services provided with state and federal funding.
Our client engaged us to provide telephone outreach services to promote the use of preventive health services that are available and educate users about the advantages of utilizing these services.
Funds Recovery
Dasher’s client recovers funds paid erroneously by state and federal agencies. Our client’s payment for this service is based on the amount of funds collected.
On behalf of our client, Dasher’s call center professionals communicate with organizations to secure repayment of funds owed to state and federal government agencies. This assignment includes conferring with companies by telephone to follow up on mailed requests for repayment and get a status report on payment requests that are not processed in the deadline provided in the repayment request.
Dasher’s call center professionals update an accounts receivable system with additional information and/or requested documentation to resolve unpaid claims. Our call center professionals are responding to telephone, fax and e-mail requests from organizations receiving requests for repayment of government funds.
To perform the job successfully, our call center team is trained to synthesize complex or diverse information; collect and research data; manage difficult or emotional conversations; and design work flows and procedures that make the communication process more effective.
Application Call Center
Our client is responsible for testing the competency of some service providers seeking licensure in Pennsylvania. Dasher’s responsibility is to provide customer service and support for individuals in the application process.
To provide this service, Dasher established and maintains a toll-free telephone number to answer applicant questions with the following metrics: 80% of all calls answered in 90 seconds or less; 95% of candidate demographics entered correctly; 100% of program information distributed correctly.
The call center operates Monday through Friday from 8:00 am to 5:00 pm EST.
In addition to call center services, Dasher receives and deposits licensure fees and examination fees into our client’s bank account.