HID operates efficient call centers

HID currently lists among our clients 15 state Medicaid programs, six state health department programs, and several commercial pharmacy benefit management (PBM) organizations. To serve this geographically widespread client base, we have state of the art call centers in Auburn, Alabama and Jackson, Mississippi. Our call center employees are trained in personal health information security and required to sign a confidentiality statement.

Elizabeth Tackett, Call Center Staff Member, answers a question regarding a prior authorization

Our call centers are both efficient and scalable

HID’s two call centers employ full time call center data entry personnel, pharmacy technicians, nurses, and clinical pharmacists, with a consulting physician available on call. Our call centers are designed for expansion and scalability.

With our current staff and a highly trained and competent call center team, HID processes a significant volume of calls, usually more than 10,000 incoming calls per month. Manual prior authorizations (PAs) handled by the call center are stored in the PA database along with electronic PAs. For this reason, the PA database serves as a powerful source for analytics and reporting.

Tina Persons, Call Center Staff Member, enters a prior authorization

To discuss how HID can apply its call center expertise to help you, contact Bill Mixon at bill.mixon@hidinc.com.

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