On Thursday June 13th, Call 4 Health
received the 2019 Award of Excellence (for 5 consecutive years in a
row!) and the Call Center Award of Distinction from ATSI—The Association of
Teleservices International, Inc.
The Award of Excellence involves an independent
firm that “mystery shops” messaging services and grades the service they
The Call Center Award of Distinction is a
sister program to the Award of Excellence that focuses on longer,
more involved call handling designed to measure the skills of professional call
center agents throughout North America.
These awards go only to companies that achieve the
highest scores on a broad set of criteria like ring time, accuracy of answer
phrase, operator guidance of call, manners, etc.
Congratulations to our team for all of your
hard work! We couldn’t have done it without you!
The Sun Sentinel honored six business leaders with its annual Excalibur Award, including Call 4 Health’s CEO Joe Pores. The Excalibur awards recognize outstanding contributions to their organizations and communities.
Awarded May 7, 2019, the Excalibur Awards honor business
leaders in South Florida for 2018. The awards recognize business achievement
and civic contributions each year, starting in 1978. The winners for this esteemed
business leader of the year award were selected by a panel of the Sun Sentinel
Media Group and nominations from the public.
Call 4 Health is a nationwide service, operating 24/7. It
employs 300 people in Delray Beach, with offices near Baltimore and Nashville,
where it employs 200 more. The company, which handles 1.5 million calls each
month, generates more than $20 million in annual revenues, with an annual 25
percent growth rate.
Formed in 1997 as a medical answering service, the company
expanded over the years from answering doctor office’s calls to offering
advanced healthcare services including patient registration and appointment
services for healthcare systems, hospitals, and hospice organizations.
Additionally, some hospitals outsource their internal switchboard function to
Call 4 Health.
Call 4 Health announced details for its 5th Annual User Conference, January 16-17, 2019 at the Delray Beach Marriott. The intensive, two-day event will focus on customer service satisfaction, in which participants will acquire the essential tools, resources, and solutions necessary to manage and elevate their business’s healthcare footprint. Conference features include informative industry lectures, networking opportunities, and interactive discussion pods to bring businesses to the next level and beyond.
“The Annual User Conference is our way of equipping industry clients and partners with the influential tools they need to thrive in the healthcare industry,” said Joseph Pores, CEO of Call 4 Health. “This year’s schedule of training sessions, networking opportunities, and entertainment is sure to make the 2019 conference unparalleled.”
This year’s keynote speaker is Kevin Ames, Director of Speaking and Training at the O.C. Tanner Institute, a global center focused on strategic employee culture and engagement. Ames is one of the highest ranked presenters at the Evanta Leadership Summit and has delivered addresses for Fortune 500 companies all over the world, including Dow Chemical, Frito Lay, and Bose. His presentation is entitled, “Influence Greatness,” and will focus on empowering employees and leadership to create a successful and productive company culture.
Sponsors include 1 Call, Compass IT Compliance, Commonwealth Purchasing Group, Crown Castle, and BlueStream. For more information visit call4health.com.
Call 4 Health, a leading medical call center and nurse triage service, opened a third location in Spring Hill, TN. Headquartered in Delray Beach, FL, it also operates a center in Linthicum Heights, MD.
“The demand for call center services in the medical industry has exploded in recent years,” said Joseph Pores, Call 4 Health CEO.” With this new facility, we will be able to greatly increase our volume and bring our proprietary, innovative technology to even more hospitals and medical centers around the country.”
The expansion includes the procurement of a 15,000 square feet facility, which will house 200 call center agents and triage nurses.
Call 4 Health uses state-of-the-art technology initiatives, and currently processes up to 30,000 calls daily for 1,400 clients, creating a solution to the demand put on large health systems and hospitals. Call 4 Health serves clients nationwide in almost every state. Eighty percent of its clients are hospitals and healthcare systems, with the remaining 20 percent in homecare, hospice, and pharmaceuticals.
With the addition of the Spring Hill facility, Call 4 Health expects to increase its daily call volume to 50,000 and client base to 2,000.
Call 4 Health, recently celebrating its twentieth anniversary, announced details for their fourth annual user conference, January 9–10, 2018 at the Delray Beach Marriott.
The two-day event will focus on customer service satisfaction, in which participants will acquire the essential tools, resources, and solutions necessary to manage and elevate their business’s healthcare footprint. Conference features include informative industry lectures, unique networking opportunities, and interactive discussion pods that will help bring businesses to the next level.
“The annual user conference has served as such an important learning tool for our industry clients and partners,” said Joseph Pores, CEO of Call 4 Health.
This year’s two keynote speakers include Kyle Davis Richardson, former Baltimore Ravens punter and NFL Super Bowl XXXV champion, and the co-founder of Caring One, a leading, low-cost provider of healthcare information services for hospitals and healthcare providers. Richardson will share insights into NFL safety and patient care initiatives.
Keynote speaker Shaun O’Neill is a special agent with the Federal Bureau of Investigation’s (FBI) Healthcare Taskforce. O’Neill will present on the current state of healthcare fraud and share best practices to keep businesses safe.
Call 4 Health, headquartered in Delray Beach, Florida, has been honored with the exclusive 2017 Award of Excellence. The award is presented annually by the Canadian Call Management Association (CAM-X), the industry’s leading trade association for providers of call center services, including telephone answering and message delivery. Call 4 Health was presented with the award at the CAM-X 53rd Annual Convention and Trade Show held at the Marriott Pinnacle in Vancouver, BC.
“We are truly honored to receive this prestigious award,” said Joseph Pores, CEO of Call 4 Health. “This achievement underlines our commitment to delivering quality customer service and compassionate care to patients.”
Independent judges are contracted by CAM-X to evaluate message services over a six-month period. The scoring criteria include response time, agent courteousness, call accuracy, account knowledge, and overall impression of the call.
“Huge congratulations to Call 4 Health for winning this prestigious award. The responsibility and effort required to participate, and succeed, in the Award of Excellence program is a direct reflection of the commitment to quality and service excellence demonstrated by Call 4 Health,” said CAM-X President Dana Lloyd. CAM-X extends its congratulations to the staff of Call 4 Health on their proven quality service to their customers.
Call 4 Health relocated its headquarters and call center from Boca Raton to a larger facility in Delray Beach, where it plans to hire more than one hundred employees over the next twelve months. This growth is occurring because the company is landing more accounts.
The company was founded in Boca Raton nineteen years ago. It fields calls for health care firms, including physician offices, hospitals, home care providers, hospices, and pharmaceutical companies.
Call 4 Health CEO Joseph Pores said the business has grown by more than 50 percent a year each of the last three years. The company ran out of room to grow in Boca Raton, where it occupied 8,000 square feet in several locations. They scouted locations from Deerfield Beach to Boynton Beach before leasing 17,800 square feet at 2855 South Congress Ave. in Delray Beach.
Pores applauds the location because it has easy access to Interstate 95 and Tri-Rail. “Many employees are students, so this is a good spot for them,” he added. Call 4 Health brought 250 employees to Delray Beach. “With changes the in Obamacare and the Affordable Care Act, the health care system is trying to find ways to become more efficient,” Pores said. “We are able to focus our staff on tasks that aren’t core competency of the healthcare industry.”
The call center agents help schedule appointments, field after-hours calls, and operate as a hospital switchboard, among other duties. Most of their calls are inbound, and they’re open 24/7.
It cost about $600,000 to renovate the new offices. Pores said it gutted the building and replaced the flooring, lights and furniture. Its offices include a sound-masking system to dampen the noise in the call center, a mothers’ room, standing desks, and a meditation room. “We were able to design it to suit our needs for the next ten years and beyond,” Pores concluded.
Call 4 Health, one of the largest medical call centers in the industry, is no longer just an answering service, offering a hosted patient access center solution. “We are innovating the way in which our clients’ patients communicate with their practice or hospital,” said Call 4 Health’s Bryan Weinstein, VP of business development and contracts. “We have created the term “Hosted Patient Access Center.” We are giving patients the ability to scheduled appointments and request prescriptions refills with-out having to be transferred to another department or take a message for a call back.”
Call 4 Health currently interfaces with over twenty EMR (electronic medical record) and Practice Management software applications; the number continues to grow. In addition, they strive to make it easier for providers to implement a live agent emergency answering service, offering a special per provider flat rate pricing for the service. If a client is using their hosted patient access center solution, they provide after-hours emergency message management at no additional cost.