15 Jul 2019

Working Around the Clock to Keep Your Case Moving

Here at Speed Medical, we understand people lead very busy lives – that’s why we have a dedicated team working beyond 9-5 that contacts your clients at a time that best suits them. As winners of Speed Medical’s Team of the Year, the Out of Hours department was acknowledged for its continued hard work in supporting our valued customers and clients throughout their case.

 

Streamlining the Process Through Increased Client Engagement

Calls to your client throughout the day can often be missed as they go about their day-to-day life, making it harder for your client to arrange the vital appointments they need for their medical assessments and treatment. Our team makes calls outside of general working hours or at a time that best suits them, should this be requested.
Not only does this increase client engagement, it streamlines the medical reporting process as appointments can be made at the earliest opportunity and authority forms can be obtained promptly. Plus, each and every member of the team is trained in a specific role in order to assist your clients with any queries they may have.

 

What Does the Out of Hours Department Do?

Staffed with 45 dedicated team members, the Out of Hours department is tasked with a variety of responsibilities to help ensure your clients receive the support they need, when they need it. Everything from quality checking medical reports, ensuring they meet company standards, to carrying out rehabilitation screening questionnaires, processing medical records received via CD and compiling clinic packs for medical experts in preparation for a client’s medical appointment – it’s all taken care of by our talented, client-focused team.

Last year saw the introduction of mymedical, our online appointment booking platform that allows your client to amend, book and confirm their appointments anywhere. The Out of Hours team is on-hand to support and encourage clients to use the platform – driving down end-to-end times throughout the entire process, drastically reducing the time it takes to obtain a signed mandate. In fact, the time it takes to receive a signed mandate is down by 25% YTD due to increased engagement and assistance outside of normal working hours.

 

Vital Help When Your Clients Need It

After being involved in a minor or major incident, the road to recovery can be an unnerving process, which is why we’re proud to be available to your clients after hours, should they have any questions. In fact, since January 2019, we have made almost 30,000 outbound calls to clients, ensuring they receive the support they need at a time that’s most convenient for them.

Our Out of Hours team receives regular training to enhance skills and streamline processes, and all members work with the goal of improving efficiencies and exceeding targets. If you’re interested in instructing Speed Medical for a medical report or finding out more about our rehabilitation services, please get in touch.