The GCE contact center services team is dedicated to achieving first-call resolution, understanding the importance of human interaction in customer service experiences. Research indicates that 82% of U.S. consumers value human engagement in their interactions. In response to this insight, GCE positions itself as your dependable partner. Our team utilizes industry-leading best practices, leverages cutting-edge tools, recruits top talent, and prioritizes efficiency at every stage of operation. While embracing automation strategically, we remain steadfast in our commitment to quality over quantity. We meticulously monitor metrics that truly matter, ensuring that every interaction meets the highest standards of customer satisfaction.

Core competencies:

• Customer service: Our personalized focus on meeting customer expectations with a first-call resolution mindset ensures customer perceptions remain positive.
• Warm transfers: To ensure smooth transitions and seamless communication, our team stays on the line until another live agent picks up.
• Clear and legible reporting: Our reporting system ensures complete transparency, maintaining a detailed record of all referrals, both utilized and pending.
• Compliance: Our adherence to data safeguarding, timely claims payment regulations, the Privacy Act and HIPAA standards ensures utmost confidentiality and quality of service. We continuously update our policies and procedures to reflect the latest legislation.
• Inbound/outbound: Whether phone, web chat, email, written correspondence, fax, teletype, TDD, text telephone, or Interactive Voice Response (IVR), we’ve got all communication channels covered.
• Nurse telehealth services: Our trained nurses are equipped to handle telephone interactions, guided by established protocols, addressing all health-related queries with utmost care.
• Patient appointment services: Efficient management of clinical appointments, from scheduling to care coordination.
• Electronic health records: Incorporating MHS GENESIS into our daily workflows.