Your staff can access online help around the clock or contact a CareCentric support team member with a quick phone call. Our support teams are composed of experienced, trained professionals who are dedicated to helping you as quickly and effectively as possible.

Our state-of-the-art call center offers:

• Automated call tracking software and telephone system
• Access to qualified support analysis on the first call
• Automated escalation procedures
• Expanded 12-hour support window
• Extended 24x5/weekend service
• Support contact by phone, fax and email

A team of qualified analysts is available to answer questions or resolve problems. The tasks they perform are described below.

Front-line Support

• Solves or triages each call and determines an action plan
• Assigns a reference number to every call
• Taps an online knowledge base of common support solutions
• Consults a log of similar inquiries

Back-line Support

• Researches and troubleshoots open inquiries
• Obtains assistance as needed
• Develops knowledge documents
• Develops skills in HME, HHA, Home IV or ECS

Service Desk

• Provides information to customers regarding the status of open inquiries
• Handles routing of requests to appropriate resources in order to meet your needs
• Obtains all of the necessary information and samples for form changes