From basic requests to complex medical policy explanations, our contact center experts leave 25 million people smiling every year.
Our Contact Center Services
- User-guided technology with a personal touch
Our front-end technology points users to the right place for answers or self-help, incorporating the same helpful, warm tone as live call staff.
Designed specifically for health care administration, our user-guided technology provides triple benefits: it gives callers a faster path to information, helps clients maintain efficiency and allows Noridian staff to take on more meaningful work.
- Adaptable and scalable
Nimble is an apt description for Noridian contact centers. Proven time after time, our operational model is transferable to new clients and new markets, within schedule, while delivering above expectations.
- Innovative staffing design
Staffing a call center is hard. Much of the work is tedious and mundane. Most call centers settle for a body to fill the seat.
Noridian takes a different path. We hire and train problem solvers. We build systems to address repetitive, ordinary task and allow staff to focus on more meaningful work and build a deeper knowledge base so they can confidently answer complex questions or redirect to the appropriate resource.
Our contact center staff have more than a job, they have the opportunity to develop a career path in the organization.
- Continuous improvement
In an environment where efficiency and quality reign, process improvement and streamlining workflows are everyday events. But Noridian takes its industry leading service to the next level by cultivating innovation everywhere.
Rather than one-off efforts, Noridian staff at every level are continually identifying opportunities for a better user experience and reshaping workflows from beginning to end.
- Outstanding metrics
Whatever your version of success, Noridian consistently hits your marks with 2021 metrics such as:
- 97.44% quality rating
- 6:15 minutes average call handled time
- 1:29 minutes average hold time
- 56 seconds average call answer time
- 2% call abandoned rate
Explore more solutions
Award-winning provider and supplier service practices
Self-service tools to grow provider self-sufficiency and decrease burdens
Well trained, experienced, multi-level customer service teams
Staff understand complex medical policy to support billing accuracy
"They are the voice of knowledge, the voice of calm, the voice of reassurance – and provide an empathetic ear when needed."
-Kim Mertz, Chief Healthy & Safe Communities Section North Dakota Department of Health
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