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Project Spotlight:
Health IT Help Desk Tier 1, 2, 3 ITIL Based

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Improved communication and access to health information means better healthcare.

1-800-MEDICARE is the source of critical health information for millions of Medicare beneficiaries.

The Challenge: The Centers for Medicare & Medicaid Services (CMS) was challenged to effectively measure, analyze and optimize the performance of the many disparate components of their Virtual Contact Center Strategies (VCS) Network which serves Medicare beneficiaries. Due to the extreme complexity of the VCS Network, it was challenging to effectively monitor each beneficiary contact center, systems supporting multiple vendors, complex secure data transfers and the 6 separate call centers that supported these components and supply feedback to CMS. CMS sought to decrease vulnerability to service disruption and system downtime of this critical complex operation by consolidating their needs and developing a single tier-2/tier-1 monitoring and help desk strategy for entire 1-800-MEDICARE beneficiary services.

The Solution: TurningPoint delivers the Virtual Call Center Strategies (VCS) Help Desk, a single consolidated point of support for all 1-800 MEDICARE voice and system requests and problems, and the source for management insight into the overall system health. The streamlined VCS Help Desk:

  • Monitors the 1-800-MEDICARE Toll Free network to support 100% availability of service to beneficiaries
  • Proactively reports network anomalies to prevent any service disruptions
  • Monitors and load balances call routing among call centers based on agent skills and language selection, to ensure optimum service and minimum wait time
  • Monitors and facilitates smooth operation of the world's largest Siebel CRM system deployment (in terms of number of seats) to ensure the availability of applications to call center agents
The Result: The streamlined VCS Help Desk enables network problem resolution and uninterrupted delivery of vital healthcare information to Medicare beneficiaries by empowering CMS to make informed operational decisions. CMS contact center representatives rely on the support of the VCS helpdesk to help them field an average of 3.3 million calls per month.
  • Under TurningPoint’s leadership, and through the implementation of streamlined process and automation, the new help desk has cut Mean Time To Repair (MTTR) by 38% for all help desk tickets.
  • CMS called our VCS Help Desk performance “Exceptional” in their most recent Contractor Performance Report.
 

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