Centro Global Solutions: Revamping Healthcare Services
Sean Farag, CEO
An outstanding call center partner is determined by the value it adds to their clients in terms of people and technology. Centro Global Solutions is a company that has been providing value-added solutions to various industries for the past nine years. With a vision to provide boutique call center services, yet with global presence, the company aims at providing tangible ROI by eliminating the typical “Lift & Shift.” Their added value solutions aim at achieving a reduced number of personnel per account which is achieved by providing Six Sigma Black Belt training to all Service Delivery Middle Management personnel within six months of hiring.
Centro has maintained high satisfaction rates by being a flexible and an understanding partner to its clients
Centro Healthcare is an integrated division of Centro Global Solutions with a diverse portfolio of healthcare services driven by analytics, state-of-the-art technology, and clinically certified resources. Centro Healthcare’s main vision is to improve the patient experience as part of value-based services, decreasing overall ER admission rates, while optimizing providers’ revenues. It focuses on direct client relationships that are often mishandled in mammoth organizations. With that increased focus on the valuation of the patient experience, the solutions provided are vital to the healthcare industry, wherein, they provide voiced and non-voice services.
Ossama Hanna, EVP-Business Development
One of the main solutions provided by Centro, is Chronic Care Management, whereas certified Medical Assistants are hired to perform the job on behalf of Doctors’ Offices, with full access to patients’ EHRs for updates. Other services provided that increase doctors’ practice efficiency include, Centralized Scheduling, Front Desk Management, Medical Billing and Full Revenue Cycle Management.
Another major service offered by Centro is Nurse Triage, wherein Certified Nurses are available through their call centers. With the offered medical guidance and following the Thompson Schmitt Protocol, this service comes in handy regarding some emergencies which can be handled outside hospitals. Another key service that the company offers is Medication Therapy Management which is considered a yearly contact service required by Medicare. The MTM Program focuses on patients’ medication needs, adherence and follow-ups; with an overall goal of increasing senior patients’ health, and consequently decreasing admissions to the ER.
With many clinical solutions in the bag, Centro has carried out tasks delivering a 94 percent customer satisfaction rate by providing suitable clinical assistance to patients and providers. Centro has maintained high satisfaction rates by being a flexible and understanding enterprise to its clients. This retention has been made possible through their Executive Teams’ continuous involvement in problem-solving and maintaining personal client relationships. Despite the existing healthcare suite of services being offered today, the company plans to further expand in care coordination and healthcare value based offerings.