Contact Center Solutions Featured Article

LogistiCare Solutions, a non-emergency medical transportation management company and wholly owned subsidiary of Providence Service Corp. has opened its first call center in the Southwest.

The call center, in Phoenix, Arizona, is designed to handle transportation requests from the company’s nationwide health maintenance organizations (HMOs) and other commercial clients.

“While we have call centers throughout the country to support our Medicaid contracts, Phoenix is the first center to begin taking calls exclusively for our commercial clients,” said LogistiCare’s CEO John L. Shermyen. “The call center will accommodate requests from our expanding commercial client base of HMOs and managed care organizations (MCOs). Additionally, we will be well-situated to service clients and capture growth in one of the nation’s fastest growing regions.”

LogistiCare arranges non-emergency medical transportation for clients in 36 states. The company has recently experienced a significant growth among government contracts, increasing the demand for its customer care capabilities.

Beyond its government contracts, LogistiCare has also enjoyed substantial growth in its commercial accounts in recent years. In addition, health plans are increasingly offering non-emergency transportation as a plan benefit.

The new Phoenix call center opened successfully in November of 2007 with 50 customer service representatives. Employment in the center is expected to double over the next 18 months.

 

Contractors in LogistiCare’s transportation network will provide transportation that is arranged out of this call center. The transportation network includes more than 1,100 transportation providers throughout the United States.

LogistiCare offers proprietary software, innovative management strategies, and a proven record of creating budget stability and quality improvement for clients. The company’s corporate office is based in Atlanta and offers a national network of more than 1,100 companies that provide more than 17 million trips to customers annually.

Providence Service Corporation provides home and community-based social services to government sponsored clients under programs such as welfare, juvenile, justice, Medicaid and corrections. Through its owned and managed entities, Providence maintains 773 government contracts in 35 states, the District of Columbia and British Columbia.

This announcement of a new call center being established within the United States is a positive move in the call center industry. Not only does this opening signify strong growth for LogistiCare, it also demonstrates the viability of establishing call center operations domestically.

The Phoenix area will certainly benefit from this opening and planned growth, while customers will enjoy the service that is extended from the call center to make their medical transportation a more pleasant experience.