West Coast Consulting Group helps Healthcare providers like Medical Centers and Hospitals, as well as Health plans and Pharmaceutical companies streamline their organizational effectiveness and better understand their customers.
Healthcare organizations, from providers to payers, are being challenged with reducing expenses while improving service quality and collaborating with a number of regulatory bodies.
Your organization is under pressure to provide easy access to your information, while implementing stricter compliance and governance processes. Our consultants have the experience to help you succeed in these challenging times. Our domain expertise includes:
Merger and acquisition related activities
Enterprise program management
Customer service and support optimization
Implement cloud computing solutions from Salesforce.com and Google Enterprise
For a leading pharmaceutical company, provided the enterprise program management for upgrades to the existing call center operations.
Major Activities Completed:
Assessing the call center operations including the network and the call center equipment to ensure that the outages being reported were valid.
Worked with the call center and communications vendors to create a QOS (Quality of Service) agreement plan and adopt the agreement levels into day-to-day operations to avoid the known outages.
Developed a service level agreement plan for future QOS requirements and reviewed on a quarterly basis with the call center and communications vendor to ensure service had no outages.
Set-up dashboard and efficient reporting structure to enable quick escalation and review of service level agreement activities.
Major Activities Completed: 