Eliminate Critical Communication Breakdown
Swift and Responsive Customer Service is a critical element of quality care
In the care center environment, where responsiveness and timeliness to STAT calls, routine fasting draws, and medication-based lab results are critical. Traditionally, manual or inefficient processes are used to track field techs. For instance, to schedule or delegate a task to a field team, a supervisor must first locate the tech and manually provide the order details and location info. As a result, it can breakdown the communications and will lead to missing specimens, delaying of blood draws and test results, detoriation of specimen quality and-or missing lab orders Therefore, with CCLLAB swift and responsive customer service becomes a critical element of quality care.
Promptly and timely arrive for Stat calls, fasting blood draws and sample pick-ups and drop-offs
Our field techs, client response team and lab techs are equipped with smart tools: swift and efficient cars, Pocket PCs, Barcode Scanner and advance data capturing and field communication applications. As a result, they have critical customer and supply chain data right at their fingertips. Ensuring that field techs can promptly and timely arrive at the customer location, capture e-signatures, pick-up samples, draw blood and send task confirmations and timely drop-off the samples to the lab.
In addition, With our automated and real-time field – monitoring, gps tracking, scheduling and dispatching allows the client response team to reach the right technician at the right time at the right place. They can instantly dispatch, monitor and push the order requests and route updates to the field so that field techs can instantly view daily routes, daily draws, changing routes, check the status of routine or Stat pick-ups, confirm location, distance and more — right from the field.
Track specimens and lab orders. And, real-time track updates, right from collecting samples at your doorstep till providing results in your hands
As soon as the field techs complete tasks, draw the blood, pick-up samples and make any changes to the lab order requests, they can instantly update, confirm, e-sign their tasks and get the e-signatures from the care centers and patients. As a result, it gives client response and care centers accurate and real-time visibility on order status, lab results, blood draws and pick-up times.
Instant, direct and live correspondence with client response team by text messaging via lab provided Pocket PCs
Communication can become challenging when multiple staff and departments are trying to fulfill a request for lab order or answer any customer issues,. Often the process is ad-hoc, with unread emails, tasks written on printed sheets or verbally passed on.
Therefore, with our advance client response system, every customer’s phone calls are answered by a live attendant and are then tranfered to their dedicated client response team to ensure quick follow-ups and personalized assistance. In addition, Customer service issues are recorded for quality assurance purposes via our advance client response system. Most of all, nurses and supporting staff can use the Pocket PCs and SmartPhones to send customer related issues directly to the assigned client response team via text messaging.
Ensuring timely follow-up and personalized attention for every customer service issue
Our field techs, client response team and lab techs are equipped with smart tools: Pocket PCs, Handheld Barcode Scanners and Advance data capturing, client response, and field communication applications. As a result, they have critical customer and supply chain data right at their fingertips.