Our Services

Tele-Interviewing

Our experienced and highly skilled Nurse Tele-interviewers, carry out bespoke scripted tele-interviews from 9am to 8:30pm; Monday through Saturday, from our secure offices in Borehamwood.

Our data shows that MDG tele-interviews elicit up to 70% more disclosures than traditional data-gathering methods; in addition to which they are faster and cheaper.

Upon receipt of a new instruction, the MDG Tele-interviewing Contact Team will call the customer to book a mutually convenient time for the nurse to call them back to perform the tele-interview. If there is a nurse available and the customer is willing, appointments can go ahead immediately, or at short notice. Tele-interviews can be a full lifestyle and medical history questionnaire, or a condition specific targeted questionnaire, depending on underwriting requirements. We can also carry out additional information interviews and non-medical interviews for things such as diving, extreme sports, aviation etc.

MDG’s proprietary tele-interviewing system, TIARA, incorporates state of the art recording software to produce call files which are stored at case level along with the transcript, for ease of access. Calls are uploaded daily via SFTP for the insurance company underwriters. TIARA is linked to Meditrak for on line communication and viewing by clients.

Calls are audited for quality and training purposes by our Quality Assurance Team and the results are documented as part of the monthly Management Information pack. Review meetings to discuss quality and technique are held regularly, in-house and with clients.

Tele-interviewing is the preferred option for fast turnaround times and minimal inconvenience to the customer.

Network Screenings, Doctor Screenings and Tele-interviews all use SMS appointment reminders in order to ensure that appointments proceed as arranged. We also use SMS for customer feedback questions post screening.

For further information, please contact our National Account Manager, Suzanne Wilkinson at enquiries@medicalsdirectgroup.co.uk

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