WASHINGTON, DC –October 9, 2018 – Independent healthcare accreditor URAC opens the proposed Contact/Call Center Standards for public comment beginning on October 9, 2018, and ending October 30, 2018, at 8 p.m. Eastern Time. Click here to access the proposed Case Management standards and the tool for providing public comment: http://standards.urac.commentinput.com/?id=mBk4W
“The pursuit of public comment on proposed standards is a critical and valuable function of the URAC standards development process. Each comment is carefully reviewed and considered by the URAC’s Standards Committee, as well as the URAC staff,” said Cheri Lattimer, who chairs URAC’s Standards Committee. “While a careful review of the literature informs the standards, additional input is important prior to publication and launch.”
A contact center is an integrated and usually automated communications system that coordinates telephone and electronic contacts between an organization and the public. Program standards for Contact Centers are organized into four focus areas:
- CUSTOMER RELATIONS
- CONSUMER PROTECTION
- COMMUNICATIONS HANDLING
- PERFORMANCE MONITORING AND IMPROVEMENT
The proposed Contact/Call Center standards are supported by several Core Foundational standards, such as Risk Management/ Regulatory Compliance, Business Ethics, and Staff Training and Management.
Following the public comment period and final Board approval, URAC plans to release the Contact Center v1.0 for applications from Contact Centers in North America.
For more information about URAC’s Contact Center standards, contact URAC Product Development Principal Deborah Smith at 202-962-8802or send an email to: Program_Standards_and_Maintenance@urac.onmicrosoft.com.
Founded in 1990, URAC is the independent leader in advancing healthcare quality through leadership, accreditation, measurement and innovation. URAC offers a wide range of quality benchmarking programs that reflect the latest changes in healthcare and provide a symbol of excellence for organizations to showcase their validated commitment to quality and accountability. URAC’s evidence-based measures and standards are developed through inclusive engagement with a broad range of stakeholders committed to improving the quality of healthcare. For more information, visit urac.org.
Che Parker, MA
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