MSConnect is an automated outbound call program, utilizing Interactive Voice Response (IVR) technology. MSConnect maximizes contact to ALL injured workers by using technology to tailor our call formats, giving them easy voice activated options (YES or NO) on a variety of products and services.

This technology proves to be more successful than traditional methods of telephonic contact by meeting each claimant’s specific needs such as time of delivery, patient’s time zone, and geographical considerations. Most importantly, it ensures that MSC is clearly working with you as your partner and that your claimants receive the highest level of patient care at all times.

MSConnect Features and Benefits:

• Customization to meet specific needs, such as, time of delivery, patient's time zone, injury, scheduled discharge, scheduled surgery, specific product or service.
• Higher success rates of patient contact due to reduced barriers associated with time zone constraints, business hours of operation, weekends, deliveries on holidays, patient non-responsiveness
• Auto-transfer of calls to a live customer service representative based on key words built in to the script. This transfer preserves our “high touch” mantra.
• Automated tracking of the attempted contact of 100% of your injured workers to validate receipt of products and services and overall satisfaction.
• This program performs proactive follow-up with you and your patients on 100% of our referrals. By being proactive, we can greatly improve quality of service and shield you from the workload associated with follow-up and complaint resolution.

As with all networks, it is not unusual for MSC to have differing rates with vendors in the same geographic area.  The Point Right application, unique to MSC, ensures consistent selection of best-in-class providers using a combination of price, quality score and service.

Features:

• Carrier Mandate Search – Occasionally, our customers prefer a specific vendor.
  This feature allows the MSC CSR to accommodate that request if that vendor is currently in our Network.
• Rating System – There is a continuous improvement process that updates each vendor in the system as it relates to costs and quality of service.
• Reporting – In effort to provide the best vendor, at the best price, we have developed this application to provide a daily “report card” for quality assurance purposes.