Speech Technology Magazine

 

HRRG Chooses UTOPY’s Speech Analytics

This rapid deployment extends UTOPY's reach into the healthcare industry.
Posted Jul 29, 2010
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Healthcare Revenue Recovery Group (HRRG), a division of TeamHealth, a provider of clinical outsourcing services, has deployed UTOPY Collections Optimization, UTOPY SpeechMiner, and UTOPY Intelligent Coaching to optimize revenue recovery, agent performance, and the patient experience. The rapid deployment is expected to deliver results immediately.

“We chose UTOPY mainly because of the combination of its context-based technology and its people,” said David Friedlander, vice president at HRRG. “UTOPY was the most responsive to our request for proof-of-concept validation.  We asked the final three vendors to perform an analysis of 13,000 recorded calls. UTOPY surprised us with unexpected, very informative results.”

HRRG is a collections agency that recovers unpaid emergency room doctor’s bills on behalf of TeamHealth. The company’s decision to use speech analytics came from its desire to know much more about agent communications than it was able to learn from monitoring a sampling of its recorded calls manually, and to ensure that all staff performs at the highest level possible. HRRG uses UTOPY Collections Optimization to help identify what their top performers do differently so the information can be used to coach every agent to use those same skills to improve their collections success rate while treating the clients’ patients with the respect they deserve.

“We are extremely proud to partner with a company as highly regarded as HRRG,” said Roy Twersky, president and CEO of UTOPY. “In both healthcare and collections, the ability to leverage the knowledge that speech analytics offers is vital to both the company and its customers.”

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