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MiraMed Ajuba methodically maps out the business process in an effort to provide “the best practice” solution to the client.
As a part of this process, project managers are identified for each project and they are responsible for ensuring that project deliverables meet stringent quality metrics and rework is minimized. Key result areas (KRAs) of these project managers are tied to project metrics, which are monitored to ensure that trends are kept within the upper and lower control limits (UCL and LCLs).
The emphasis on defined, measured and systematic processes makes the project review process objective and thorough. It also helps identify and fix ‘root causes' as and when overall service delivery to our clients may be at risk.
Proven Transition Methodology
MiraMed Ajuba follows an established, tested methodology while transitioning work from a client onsite location to our offsite operations centers. This methodology ensures that processes get transitioned on time, within budget and as per the agreed upon scope of work. This methodology splits the transition process into the following four distinct steps, with clear deliverables at the end of each step before the transition team takes up the next step.
Quality Assurance Program (QAP)
The word Quality underlines every aspect of MiraMed Ajuba's Service Delivery model.
Quality in Action is a tenet that is lived by all our employees at every level.
MiraMed Ajuba's ISO 9001:2000 certified quality management system is clearly linked to our business objectives of continuously benchmarking and delivering quality solutions that meet client expectations.
The 3 cornerstones of our QA program are:
- 01Data Quality Monitoring
This refers to our detailed monitoring system where our line managers conduct detailed and thorough quality audits on all transaction processing functions. Depending upon client requirements, the audits could be conducted randomly or periodically for upto 100% of all records processed.
- 02Call Quality Monitoring
This refers to our technology enabled monitoring capabilities where calls are logged and reviewed by line managers for domain expertise, soft skills, communication and adherence to client specifics to ensure accurate data is processed.
- 03Compliance Monitoring
Both Data Quality and Call Quality monitoring include stringent compliance
standards to regulations such as HIPAA, FDCPA, DPA etc depending upon the practice and nature of the process.