Onsite Health, in partnership with ASM Research, Magellan Behavioral Health, and Coldchain Technology Services, delivers robust IT solutions, call center capabilities and logistics management processes to support our medical and dental operations...right to our client's location.
Our IT solution fully automates the management of personally identifiable information and protected health information, maintaining compliance with all requirements of HIPAA. We capture all clinical data electronically at point-of-service, at 99% of our clients' locations using multiple wireless data carriers to optimize internet access and speed at the event location. Our experience with this approach has demonstrated that with a connection speed of only 512 kilobits per second, we are able to capture clinical data electronically at the point-of-service, while maintaining our high standards of efficiency.
This IT backbone also provides our provider network and administrative staff with access to a wealth of clinical information, such as regulations and guidelines and a repository of best practices. This information, accessible worldwide in a secure environment, ensures that our providers have the information they need at their fingertips and allows them to focus on providing high-quality, consistent care.
Call Center Capabilities
Our call center capabilities are anchored and linked together through state-of-the-art Avaya telephony. This IP-based, configurable telephone switching system allows interactions between a telephone and a computer to be integrated and coordinated, and it enables us to effectively forecast call volume, schedule the right number of staff to handle the call volume, and manage performance to the established standard. Using this approach has allowed our team to meet all annual performance targets for all of its customers over the past several years. The software also enables us to report on all industry-standard call center metrics, including service level, average on-phone time, average overall handle time, and hold time on internal call transfers. The functions supported include:
- Screen Popping: Call information display, number dialed, and screen pop on answer.
- Dialing: Automatic dialing and computer-controlled dialing.
- Phone Control: Includes call and feature control.
- Transfers: Coordinated phone and data transfers between two parties.
- Monitoring" Allows users to log in as a call center agent and control their status.
Onsite Health is capable of receiving, storing, and fulfilling orders for vaccine and ancillary support on a routine basis through our specially-equipped Logistics Hub, which has been specially equipped to provide a controlled and monitored environment, using a 21 Code of Federal Regulations (CFR) Part 11 compliant monitoring system. We follow all U.S. Pharmacopoeia guidelines for the “Cold Chain” management of vaccine, which are recognized by the FDA as a regulatory standard and were used in the development of CDC’s “Guidelines for Vaccine Packing and Shipping.” These processes assure the proper management of vaccines and other material from receipt of the product to any distribution point.
Our vaccine shipping solution, the GREENBOX™, is a component driven system composed of 100% recyclable materials shipped and reclaimed via a patented sterile recertification process to be reused a minimum of 150 cycles with zero discarded material or foam per use. Upon completion of events, we use our 100% green solutions to return vaccine supply and medical waste to the Logistics Hub: the GREENBOX™, described above, and the Sharps Mailback. This comprehensive medical waste management system employs USPS-approved Sharps containers, ranging in size from 1 quart to 30 gallons, to contain, house, and transport waste to the processing facility where it is autoclaved and processed into a valuable industrial fuel material. When full, the Sharps container is simply handed off to the USPS and the chain of custody is completed via a Disposal-by-Mail System Tracking Document scanned upon receipt at the processing facility.