Navigating medical billing can be overwhelming for patients, often leading to confusion, frustration, and financial stress. A KFF survey found that 51% of insured adults struggle to understand aspects of their health insurance, including what their plan covers (36%), their out-of-pocket costs (30%), and their explanation of benefits statements (30%). With so many complexities, patients need clear, reliable support to make sense of their bills and financial responsibilities.
By providing expert guidance and proactive communication, contact centers help patients navigate the medical billing process with confidence. At Telvista, we leverage more than 25 years of experience in the business process outsourcing (BPO) industry to deliver comprehensive healthcare solutions that enhance the patient experience and streamline billing operations.
In today’s fast-evolving corporate landscape, Artificial Intelligence (AI) has quickly become the shiny new tool for efficiency and automation. While AI can streamline processes and enhance
productivity, it cannot replace the essential human touch that fosters genuine connections in the workplace. At Telvista, we understand that our people are the heart and soul of our business. Without them, we wouldn’t exist. That’s why we prioritize employee retention through meaningful engagement, emotional intelligence, and a culture of appreciation.
The Importance of Employee Retention
In the Business Process Outsourcing (BPO) and call center industry, attrition is a common challenge, with industry norms reflecting turnover rates between 35% and 45%. High attrition disrupts operations, increases recruitment and training costs, and affects overall service quality. At Telvista, we defy the odds, boasting an impressive 80% retention rate by making our employees the focal point of our success.
Our approach is simple yet powerful: we prioritize the well-being, growth, and engagement of our employees. We recognize that happy and motivated employees drive better customer interactions, stronger teamwork, and ultimately, business success.
The Human Touch: What Sets Telvista Apart
At Telvista, we take a people-first approach in everything we do. While AI and technology enhance our efficiency, we never lose sight of the human connection that makes a workplace truly thrive. Here’s how we achieve exceptional employee retention through the human touch: Emotional Intelligence & Cultural Intelligence.
Understanding our employees on a deeper level is at the core of our retention strategy. We train our leaders to practice emotional intelligence (EQ) and cultural intelligence (CQ) to ensure every team member feels heard, valued, and respected. By fostering an inclusive and understanding work environment, we create a culture where employees feel comfortable bringing their authentic selves to work.
Diversity, Equity, and Inclusion (DEI)
A diverse workforce strengthens our ability to connect with customers and each other. We actively promote DEI initiatives that empower our employees and create a workplace that celebrates different perspectives, backgrounds, and experiences. Inclusivity is not just a corporate policy—it’s a way of life at Telvista.
Employee Recognition & Engagement
People want to feel appreciated, and we make sure our employees know how much they matter. From employee recognition programs to incentive-based rewards, we celebrate achievements
both big and small. Regular engagement activities, such as town halls, surveys, and feedback sessions, ensure that our employees’ voices are heard and valued.
Team Building & Employee Development
Strong teams are built on trust and collaboration. We invest in team-building activities that foster camaraderie and a sense of belonging. Moreover, we provide continuous learning opportunities, career growth programs, and mentorship to ensure our employees see a future with Telvista. When employees grow, so does our business.
Why Retention Matters More Than Ever
In an era where AI and automation are revolutionizing the workforce, it’s easy for companies to lose sight of the human element. However, at Telvista, we believe that technology should enhance—not replace—human connections. Employees who feel valued and supported are more likely to stay, thrive, and contribute positively to the organization. Retention is not just about numbers; it’s about building a sustainable, people-centric company culture that stands the test of time.
Final Thoughts
At Telvista, we don’t just measure success by performance metrics—we measure it by the happiness and longevity of our employees. Our commitment to the human touch sets us apart in an industry known for high turnover.
By fostering emotional intelligence, cultural inclusivity, engagement, and development, we create a workplace where people want to stay. Because at the end of the day, it’s our people who define Telvista. And we wouldn’t have it any other way.
By Christian Pedroza, MHR Understanding the Challenges in Medical Billing
Medical billing involves multiple steps, from insurance verification to claim processing, which can lead to errors, misinterpretations, or unexpected charges. Many patients find their billing statements unclear or struggle to understand what their insurance will cover, contributing to delayed payments and rising medical debt. Without proper guidance, these challenges can prevent patients from making informed financial decisions about their healthcare.
How Contact Centres Simplify Medical Billing
Contact centres serve as a bridge between patients and healthcare providers, offering essential support to alleviate billing confusion:
- Personalised Assistance: Trained agents provide one-on-one support, helping patients comprehend their bills, verify insurance details, and explore payment options.
- Proactive Communication: By reaching out to patients regarding billing issues, contact centres can prevent misunderstandings and facilitate timely payments.
- Financial Counseling: Assisting patients in navigating financial aid programs or setting up manageable payment plans can ease financial burdens.
Telvista’s Comprehensive Healthcare Solutions
At Telvista, we offer tailored healthcare BPO solutions designed to enhance patient support and financial clarity:
- Billing and Data Processing: Our expert team manages back-office tasks, ensuring billing accuracy so healthcare providers can focus on patient care.
- Multilingual Omnichannel Support: With a diverse team of multilingual agents, we provide exceptional customer care across phone, chat, and digital platforms, catering to a broad patient population.
- Scalable Service Models: With both Telvista@Home and brick-and-mortar contact centers, we adapt to the evolving needs of healthcare providers and their patients.
In today’s fast-evolving corporate landscape, Artificial Intelligence (AI) has quickly become the shiny new tool for efficiency and automation. While AI can streamline processes and enhance
productivity, it cannot replace the essential human touch that fosters genuine connections in the workplace. At Telvista, we understand that our people are the heart and soul of our business. Without them, we wouldn’t exist. That’s why we prioritize employee retention through meaningful engagement, emotional intelligence, and a culture of appreciation.
The Importance of Employee Retention
In the Business Process Outsourcing (BPO) and call center industry, attrition is a common challenge, with industry norms reflecting turnover rates between 35% and 45%. High attrition disrupts operations, increases recruitment and training costs, and affects overall service quality. At Telvista, we defy the odds, boasting an impressive 80% retention rate by making our employees the focal point of our success.
Our approach is simple yet powerful: we prioritize the well-being, growth, and engagement of our employees. We recognize that happy and motivated employees drive better customer interactions, stronger teamwork, and ultimately, business success.
The Human Touch: What Sets Telvista Apart
At Telvista, we take a people-first approach in everything we do. While AI and technology enhance our efficiency, we never lose sight of the human connection that makes a workplace truly thrive. Here’s how we achieve exceptional employee retention through the human touch: Emotional Intelligence & Cultural Intelligence.
Understanding our employees on a deeper level is at the core of our retention strategy. We train our leaders to practice emotional intelligence (EQ) and cultural intelligence (CQ) to ensure every team member feels heard, valued, and respected. By fostering an inclusive and understanding work environment, we create a culture where employees feel comfortable bringing their authentic selves to work.
Diversity, Equity, and Inclusion (DEI)
A diverse workforce strengthens our ability to connect with customers and each other. We actively promote DEI initiatives that empower our employees and create a workplace that celebrates different perspectives, backgrounds, and experiences. Inclusivity is not just a corporate policy—it’s a way of life at Telvista.
Employee Recognition & Engagement
People want to feel appreciated, and we make sure our employees know how much they matter. From employee recognition programs to incentive-based rewards, we celebrate achievements
both big and small. Regular engagement activities, such as town halls, surveys, and feedback sessions, ensure that our employees’ voices are heard and valued.
Team Building & Employee Development
Strong teams are built on trust and collaboration. We invest in team-building activities that foster camaraderie and a sense of belonging. Moreover, we provide continuous learning opportunities, career growth programs, and mentorship to ensure our employees see a future with Telvista. When employees grow, so does our business.
Why Retention Matters More Than Ever
In an era where AI and automation are revolutionizing the workforce, it’s easy for companies to lose sight of the human element. However, at Telvista, we believe that technology should enhance—not replace—human connections. Employees who feel valued and supported are more likely to stay, thrive, and contribute positively to the organization. Retention is not just about numbers; it’s about building a sustainable, people-centric company culture that stands the test of time.
Final Thoughts
At Telvista, we don’t just measure success by performance metrics—we measure it by the happiness and longevity of our employees. Our commitment to the human touch sets us apart in an industry known for high turnover.
By fostering emotional intelligence, cultural inclusivity, engagement, and development, we create a workplace where people want to stay. Because at the end of the day, it’s our people who define Telvista. And we wouldn’t have it any other way.
By Christian Pedroza, MHR Enhancing Patient Satisfaction Through Clear Communication
Effective communication is key to demystifying medical billing. Patients need clear, empathetic, and accurate information to feel confident about their financial obligations. Contact centres that prioritise education and transparency help patients make informed decisions, boosting satisfaction and strengthening trust in their healthcare providers.
Conclusion
Medical billing doesn’t have to be a source of confusion and stress. Contact centres play a vital role in providing personalised support, proactive communication, and financial guidance, helping patients navigate their healthcare expenses with ease. At Telvista, our healthcare solutions empower both patients and providers, ensuring a seamless billing experience that improves financial outcomes and patient satisfaction.
Learn more about how our healthcare services can transform your patient support services.