C4 Healthcare Call Center

Connecting members to improve continuity of care

C4 healthcare call center provides direct and virtual outreach initiatives to improve member experience and engagement. Our dedicated team of healthcare professionals and customer relationship agents help health plan members pursue easy access to healthcare and communication with providers. C4 allows healthcare providers to meet payers requirements, CMS, and NCQA standards and ensure members receive continuous quality care.

Our customized patient-centered digital solution offers effective member services coordination and enables secure communication. Our high-quality coordination services drive exceptional member experience and facilitate the opportunity to increase revenues and meet quality metrics. Our customer relation agents satisfy multiple members’ needs in a single call allowing C4 to provide valuable insights for continuous improvement and growth in your organization.

Care Gaps Closure Outreach

C4 helps close care gaps that impact HEDIS compliance measures. We can help outreach members who are not receiving preventive screening care. Our healthcare call center operates as an extension of your call center.
Your journey starts here. The health plan or physician identifies members with outstanding preventive screening tests and submits data. C4 will take action to bring members to compliance using its member-centered collaboration platform and best practices procedures. Our experienced and trained personnel will help you close care gaps and boost your Star Ratings. Communication with members is one-to-one by phone; reminders, mass campaigns, and other efforts use e-mail and text messaging.
Coordinate appointments with the member for a follow-up visit or to close care gaps such as mammograms, colorectal screening, diabetes care eye exam, kidney and A1C, vaccinations, and medication adherence
Identify barriers that do not allow members to complete their preventive care
Our skilled customer service staff educates and encourages members on screening tests and preventive care
We handle a large volume of members and maintain member historical data
Our comprehensive approach includes prioritizing recommendations, reviewing existing initiatives and their impact, understanding organizational priorities, outlining action plans to meet expected goals, and transferring knowledge, best practices, and solutions based on data insights obtained from calls
Our complete outreach service includes contacting the member and scheduling an appointment. Our staff completes the service with a reminder and follow-up call to minimize no-shows. Effective intervention and communication with the member will help close the care gap.

Member Experience Surveys

C4 measures member satisfaction and access to care; performs health risk assessments and other member experience surveys based on CAHPS and HOS questionnaires by surveying members and health plan members directly. We understand the importance of ease of access to health care services; that is why our service is complemented with comprehensive reports and data analysis so health plans can adjust their strategies and meet the required standards. Let us capture time-sensitive data to evaluate access to care.
We handle large volume of members
Working sessions to design the surveys, sampling methodology, and outline action plans
Detect unresolved issues with your members during the survey call
Multi-modality methodologies to survey: mail, e-mail, text, or phone surveys
Comprehensive reporting
Survey other health outcomes such as social determinants

Post-Discharge Follow-up

C4 incorporates direct member communication efforts as part of the hospital strategy to reduce readmission rates, and members follow discharge instructions. Our customer service staff will ensure that members and their caregivers understand post-discharge instructions, identify members’ needs, and assist with scheduling follow-up appointments.
C4 can follow up with members discharged from the ER, post-surgery, or any member within 48-72 hours and 21 days after discharge. Our agents collaborate with the member’s physician provider through updates on member status after each communication. Communication with the member is critical to ensure a quick recovery, prevent costly readmissions and improve member satisfaction.
Call discharged member within 72 hours and follow-up appointment coordination
Identify possible social determinants that could affect the recovery process
Assess member satisfaction during follow-up calls
Communication with PCP for member concerns or status changes
Coordination with home health services
Demonstrate commitment to member continuity of care

Outbound Call Campaigns

Member engagement initiatives can have a significant impact on satisfaction and retention. Let us help you engage members and empower them with care through call campaign initiatives.
Delight your new members with welcome calls to start a long-lasting relation
Collect data to assess new member needs or close care gaps
Birthday calls
Annual wellness visits scheduling
Renewal reminders
Outreach for external clinic events
Preventive care outreach
Medical tourism concierge
Customize your outbound campaign

Contact Us or Request a Quote

Our team is ready to provide a high quality service for your healthcare operation…