Contact centers are an increasingly important aspect of health care delivery. As health care entities compete for contacts and customers, the quality of contact centers is a key differentiator. Contact Centers are often the first point of entry into an organization for clients and/or consumers, and an organization’s brand and reputation can be solidified or injured based on a single contact center interaction.
The URAC certification seal demonstrates that an organization goes beyond regulatory compliance in its contact center operations and represents a commitment to excellence in services to purchasers, patients and providers.
This certification is built on important consumer protections, including provisions for privacy and security of information, consent, competency of personnel, sound business practices, performance monitoring, and ongoing quality improvement.
The accredited contact center:
- Implements internal controls and ongoing monitoring to mitigate the risk of noncompliance with applicable state and federal laws and regulations.
- Designs a business continuity plan to ensure minimal disruption of program functions and services.
- Seeks actively to identify and protect against actual and potential threats to information privacy, security, and integrity.
- Adopts and adheres to sound business practices designed to support and further its mission to provide quality services and reduce its exposure to risk.
- Has staff members who perform roles and responsibilities consistent with competencies derived from education, training and/or experience.
- Supports customer relations are supported by organizational practices that promote transparency and integrity, with the goal of optimizing the customer experience.
- Protects consumers through privacy and security of personal information, notifications and consent, consumer rights, operations oversight, and consumer complaints processes.
- Maintains a quality management program that promotes objective and systematic measurement, monitoring and evaluation of services and work processes, and implementation of quality improvement activities based upon the outcomes.
Who may apply?
Contact Centers, including free-standing enterprises or embedded functions of a larger health care enterprise, that provide one or more of the following services:
- Consumer Support Information and/or Advice
- Customer Service/Product Support
Organizations that provide clinical health triage services are not eligible for this program; instead, they are eligible to apply for URAC’s Health Call Center accreditation.