At AMROMED, quality is an ever-expanding goal. Quality is not just about implementing a set of processes or a methodology it is more of an attitude where our staff is obsessed with maintaining the highest quality standards and delivering 100% defect-free services to customers.
We respect our commitments to our clients in delivering solutions that incorporate precise, controlled working methods, consistent quality for each type of service delivered, and a systematic use of processes that are then adapted to the individual objectives of each client.
Independent outside auditors regularly assess us, critically reviewing our infrastructure, processes, training, philosophy and HR policies. To ensure the highest possible quality of support services, AMROMED has developed a robust quality management system (QMS) with a focus on “prevention” rather than “correction.” Our QMS is supported by quality assurance and a comprehensive system of internal audits and management reviews. This is the key to AMROMED’s consistently high quality solutions—rigorous processes and checks combined with quality consciousness permeate our entire organization.
AMROMED’s QMS consists of a managerial structure, specific responsibilities, activities, capabilities and resources that ensure our support services will have the desired quality factors. Quality factors are built into each engagement through a joint decision process involving both the customer and AMROMED.
The QMS has the following broad-based activities:
Auditing projects to ensure compliance with quality controls.
Continually reviewing the quality system and its improvements.
Overseeing personnel development in the quality assurance (QA) area.
Acquiring trained/skilled resources for carrying out QA activities.
Having channels to provide input to support improvement activities.
Developing processes, procedures and guidelines.
Developing dashboard reports to the project stakeholders.
The quality process is divided into:
Data quality assurance, which is a quality measurement process to ensure accuracy of the data collected, updated and validated by an agent. This ensures that the error rates are within the service levels prescribed by the client.
Call quality monitoring, which is a quality measurement process to evaluate and establish the quality of voice delivery for patient and insurance follow-up. This is across the multiple parameters of customer support soft skills, product knowledge and resolution accuracy of an agent.
Compliance monitoring, which checks for adherence to legal and statutory compliance and conformance to client-specified policies and procedures.
Quality on quality, which is a process to check the accuracy of the claims processing and call quality evaluation carried out by the transaction monitoring officers who work in quality assurance processes.Success is a journey and not a destination. Likewise, improvement of quality process is continuous and marked only by milestones, never by completion! At AMROMED, we realize the significance of quality, and to fulfill our goal of self-evident quality, we constantly improve our deliverables to match the increasing expectations of our customers.
A well trained and motivated workforce is the foundation on which our company is built. We want our employees to achieve their potential, further their careers and contribute to the continued success of the company. Lifelong learning and development opportunities are an important part of our strategy to retain our best employees. More information is available at our Careers portal.
AMROMED has a global talent management programme to identify, develop, lead and reward employees consistently. We develop the potential of all employees to help us achieve our goal of being the best healthcare organization.
Intense and ‘Continuous Learning’ in pursuit of excellence, is the AMROMED training motto. Our Training Process is holistic, with emphasis on soft skills including leadership, people management, and customer centricity as well as technical skills like Six Sigma tools and techniques, process, metrics and root cause analysis. Coupled with a state-of-the-art training infrastructure and additional training techniques like the buddy system and mentoring, AMROMED is committed to premium performance
At AMROMED we consider ourselves part of our customer’s organisation and strive to make sure that our team is as reliable as their staff. We are proud of the fact that we have never had a complete disruption of services in our history. To achieve this enviable record, AMROMED maintains a comprehensive Business Continuity Program that ensures the resilience of our production environment to maintain system and network availability. AMROMED has a robust disaster recovery plan that guarantees round-the-clock operational support to our clients. Continuity plans are an integral part of our business strategy and are built in to all our service offerings.
We have a flexible three-tier Business Continuity Planning (BCP) architecture which provides the ability to scale and customize plans as required. All our delivery centres have BCPs tailored to their individual risk assessments.
Center BCP helps mitigate the risks related to power failure, HVAC, private circuits, servers, internet links, hosts, cabling and network devices. The centre BCP can handle all risks except those that may lead to Denial of Premises (DoP) or major link failures.
Enterprise BCP is meant for effectively handling DoP situations. This plan provides for sufficient bandwidth on all links to route traffic automatically to other locations in case of DoP or a multiple link failure.
Client BCP is a plan customized to individual client requirements. AMROMED develops and provides clients with a disaster recovery planner that presents options best suited to their needs. The client BCP plan also allows for simultaneous operations out of multiple centres during a DoP.
Our Business Continuity and Recovery Plan Includes:
Periodic testing.
Data recovery.
Power arrangement.
Main and secondary facilities.
Hardware redundancy.
Telecom infrastructure.
Our business continuity strategy is based on regular assessments of all business and operations centres. An annual Business Impact Analysis (BIA) is conducted by external firm to audit the continuity practices associated with product, platform, function, and service including customer service level requirements and any federal laws and regulations that govern the industries we serve.
How you get started in outsourcing sets the benchmark for everything that follows so the first few months of a new outsourcing relationship are critical. AMROMED’s commitment to setting up the technology, standards, procedures and staff correctly the first time, enables long-term success while keeping you in control every step of the way.
Achieving high performance requires seamless delivery capabilities that bring scale, standards, discipline and measurability across geographically dispersed client sites and teams. AMROMED transition management team ensures a fast and effective transfer of knowledge, processes and technology in the initial stage of outsourcing, limiting disruption to your business and maximising the early returns of the relationship. By ensuring service quality and continuity, our transition team helps your organisation shift services, knowledge and responsibility from your environment to ours, quickly and effectively.
This standardised yet flexible framework of integrated methods, tools and metrics represents our best thinking, knowledge and experiences from a decade in healthcare outsourcing services.
The Transition phase helps the creation of the road map for off-shoring, by understanding specific processes of the client while addressing key problem areas. We have a comprehensive toll gate framework called ProTrans to address the transition of high-end business processes. ProTrans is split into 5 phases and each phase has an entry and exit criteria (the toll gate) which culminates in a two-way sign-off. Our dedicated team comprising of Transition, SME and Process Transformation Experts address various issues pertaining to transition from an end-to-end project management perspective.
The first step is Process Diagnostics that involves all the groundwork and the setting up of the base for kick-starting the project/process transition. Transition Functional Experts are responsible for executing this phase.
This is closely followed by the actual transition of the project. The transition phase ends with the transfer of responsibility to the operations team. An iterative process of ramp up, monitoring and stabilisation takes place post transition, consequent to which, the process is brought to a steady state. The project complexity dictates the allocated timeframes.
