A managed service, not a tool to babysit.
You are not buying software to configure and maintain. We stand up your line, connect it to your systems, and run it every day with people watching quality. Typical time from kickoff to live calls is about five days.
Five days, four steps
Each step has a named owner on our side and one on yours. Nothing waits on a ticket queue.
Discovery & BAA
We map your call types and volumes, and sign the business associate agreement up front.
Integration
We connect to your admin or adjudication platform and define exactly how data flows.
Configuration & testing
Scripts, escalation rules, and service levels tuned to your plan, then tested against real scenarios.
Live & measured
Calls handled around the clock, every one QA-scored and reported back to you.
Three things, and they are the only ones
Onboarding stalls when a vendor asks for a project team. We ask for access, answers, and one decision-maker.
System access
API credentials for your admin or adjudication platform, and a test environment if you have one.
Your call rules
How callers are authenticated, what can be disclosed to whom, and when a call must go to a person.
One owner
Someone on your side who can approve scripts and escalation rules without a committee.
How the line is run once it is live
Every call QA-scored
Quality reviewed on all calls, not a sample, with scores reported back to you.
Weekly reporting
Volume, containment, resolution, and escalation reasons, in a format your ops team can act on.
24/7 coverage
Nights, weekends, and holidays included. Volume spikes do not create a queue.
A named service lead
One person who knows your plan, your systems, and your escalation rules. Not a ticket portal.
Failover to your team
If anything interrupts service, calls route to your standard handling. No caller is stranded.
Script changes on request
Plan design changed, or a message needs rewording? Turnaround is measured in days, not releases.
Onboarding, answered
Is five days realistic?
It is typical for a single call type on a platform with a modern API. A full member and provider line across many plan designs takes longer, and we tell you which you are in during discovery rather than after signing.
What if our platform has no API?
We find another path: a secure data feed, a scheduled extract, or a supported integration partner. This comes up in discovery, not on go-live day.
Do we have to move our phone numbers?
No. We can sit behind your existing numbers and IVR, take overflow only, or run a dedicated line. Your call.
Can we start with one call type?
Yes, and most clients do. Claims status or eligibility is a common first line, with more added once the reporting proves out.
Who handles escalations?
Your team, with full context attached. We set the escalation rules together and route to the right queue rather than a general voicemail.
See it running on your call types
Hear real recorded calls, then we will scope your line on one call.