Back Office Support Services
Augment Your Health Plan Call Center Capacity
Utilize PRIME’s back-office support services to meet your call center demands. We enable Health Plans to:
- Augment existing resources
- Scale staff support in anticipation of increased inbound and outbound call demand and handling
- Support peak call periods, i.e. annual renewals and recontracting
- Affect call center key performance indicators (KPIs), i.e. average speed of answer (ASA) and abandonment rate
![Back Office Support Services Back Office Support Services](https://primeatlas.com/wp-content/uploads/2021/09/06-Back-Office-Support-Services.png)
Customized Call Services
PRIME’s call center handles calls and ensures that constituents’ inquiries are resolved. Our call agents specialize in Health Plan member and provider communications. Our services include:
- Inbound and outbound call agents providing 24/7 support
- Dedicated 800-number
- Custom IVR, call treatments, and agent scripts
- Call-back scheduling
- Voicemail and chat handling
- Daily or real-time file and activity updates, including escalations
- Dashboard reporting
- Standard call center KPIs and SLAs