Here we go again and at some point in time this over globalization is going to bite back and we have already seen some of this in healthcare.  There are some things that are better left in the US and I might think this could be one of them.  Total people getting dropped is 258.  The outsourced company to handle these function is Centrex Revenue Solutions, located in Florida.  I don’t know about you but I hate the off imageshore responses I get anymore as the accents are the first thing that drives me nuts as you can’t understand them.  Here’s a little information about Centrex from Corporationwiki below:

“Centrex Revenue Solutions, LLC filed as a Foreign Limited Liability in the State of Florida on Thursday, May 1, 2014 and is approximately six months old, as recorded in documents filed with Florida Department of State. The filing is currently active as of the last data refresh which occurred on Sunday, September 1, 2013. A corporate filing is called a foreign filing when an existing corporate entity files in a state other than the state they originally filed in. This does not necessarily mean that they are from outside the United States.

Gira Shah serves as the Manager and has interests in other corporate entities including Omh-Healthedge Holdings, Inc., Cardinal Health 122, LLC

The registered agent for the company is Corporation Service Company. Also known as a statutory or resident agent, the registered agent is responsible for receiving legal notifications regarding court summons, lawsuits, and other legal actions involving the corporate entity.

Again I see this as “risky business” today as we don’t to globalize everything and what happens if there are communication issues?  Those will come as data becomes more complex today.  This is a big company with over 19,000 employees  and are used in over 2000 communities in the US.  When you look at how many they employ, does it make sense to have to outsource overseas this call center?  Is it that expensive to run or is this just more corporate greed in the US?  I don’t know, but you can form your own opinion.  They of course sell their services to health insurance companies as well and is the largest private provider of medical transportation services in the US.  I did a current job search of their website and I saw over 500 jobs open, mostly for Home Health nurses, paramedics, sales folks all across the country for their various divisions. 

Let’s not also forget the software that is used at call centers and in the US health insurance carriers use in customer call centers to find out your current state and outside the US the software helps those who do not have English as their native language to understand or try to understand US citizens better.

“This Call May Be Recorded for Quality Purposes”..Heck Not, Millions of Algorithms Have Been Turned Loose to Listen To and Analyze Your Voice When You Talk To Your Insurance Company As Algorithms Continue To Take Over the World…

So again you know this is going to be used when outsourced overseas and if it follows suit as to what’s done here, a recording of your voice is made and analyzed with software and those files too can be sold to all kinds of behavioral analytics folks.  Overseas it may do that as well as help the workers understand our calls better with the language and culture differences between countries.  You see that a lot today with use of such software and I don’t care what anyone says, I still prefer someone in the US to help me when I need it.  With billing calls, oh this is going to be fun too as no doubt when ICD10 kicks in, will such call centers be handling those billing calls too?  BD 

American Medical Response also will eliminate the call center and customer service jobs at a regional billing center in Salida, according to a company statement Thursday.

The news came two weeks after the ambulance company announced it would outsource the center’s billing operations to Florida-based Centrex Revenue Solutions, eliminating 210 local jobs. A spokesman said 48 customer service employees will lose their jobs, pushing the total number of layoffs to 258.

An employee said AMR officials notified customer service staff Wednesday that the Stoddard Road call center will close. According to employees, company officials had previously told workers the customer service operation would not be affected.

AMR employees said managers have told them that much of the medical billing and customer service work will be handled in India and the Philippines. According to its website, Centrex has offices in the U.S., Manila and three cities in India.

Colorado-based AMR is a national company with 19,000 paramedics and other personnel in 40 states and the District of Columbia. It transported more than 3 million patients in 2012.


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