Healthcare Contact Center Solutions

RDI’s Contact Center Capabilities in the Healthcare Industry include:

24/7/365 Omni-Channel Support

Inbound and Outbound Sales and Customer Service for Payer, Provider, Pharmaceutical, and Medical Device
Patient Scheduling & Appointment Management
Diabetes and Senior Citizen Assisted Solutions
Help Desk Support (Tier 1-4)
Life & Health Licensed Agent Support
- Medicare & Medicaid
Patient Recruitment and Screening for Clinical Trials
Claims Management and Processing – Back Office
Bilingual & Patient Translation Services Provider
Financial Services Account Management
Outbound Provider and Member Outreach

Voice of Customer & Customer Experience

Online Insights Communities
Specialists in Interactions with Senior Citizens
Qualitative and Quantitative Market Research
Customer Satisfaction & Net Promoter Score
Speech Analytics
Member Trends & Perception Tracking

Managed Security & Compliance Services

HIPAA Compliance
PCI Level I & SOCII Certifications
FDA Reporting
IVR Configuration & Hosting
Network Design & Implementation
Application Development/Systems Integration
Security Assessments & Cyber Security Protection
ITIL methodology

Highly-trained RDI agents are equipped with the following skills:

Confidentiality & Privacy Training (HIPAA, PHI, etc.)
Senior Sensitivity Training
Emotional Intelligence
Art of Service
De-Escalation & Conflict Resolution
Value Building Interactions
Confidence & Positive Thinking
Soft Skills Training – Language & Tone

Efficient, compassionate, ongoing engagement for all your Patient Management and Omni-Channel Contact Center Needs

With over forty years’ experience, RDI utilizes business intelligence and data analytics to tackle the fluid and complex nature of today’s rapidly changing healthcare marketplace in order to deliver customized contact center outsourcing solutions for doctors, medical device manufacturers, insurers, dentists, networks, pharmaceutical companies, and other organizations in the healthcare sector.

We’re committed to cost-effective and quality-improvement practices. RDI reduces the total cost of ownership with a focus on first call resolution, managing agent availability, and replicating across our entire team the “secret sauce” to maximizing quality and patient satisfaction.

Many of our healthcare clients rely on the RDI team to help them determine exactly what they need to do to be in compliance - the requirements are not "one-size-fits-all" and require professional interpretation and thoughtful application. RDI has extensive experience in dealing with PHI/PII. RDI is Level One PCI and SOCII Certified in addition to HIPAA compliant and we routinely host security audits from Fortune 500 clients.

Scalable Solutions with a Personal Touch

Your brand requires a contact center that is flexible and nimble, prepared to provide scalable, customizable solutions that minimize effort and maximize satisfaction. RDI agents are ready to support patients and prospects through multiple channels, including phone, live chat, email, text, social, as well as back-office processing.