What is your role with Regenexx Corporate? My team educates employees about the Regenexx procedures and the treatment process. This is transformative care, so helping each caller understand the detail and the process of a procedure is important. We also inform them about the benefit structure their particular employer has put in place for a Regenexx consultation and procedure.
What are the most common questions employees have when they call in and how do you answer these? The people we speak with are currently experiencing musculoskeletal pain, so they are always excited to hear there is a non-surgical option under their benefits plan. Employees want to know what a Regenexx consultation and procedure will cost them out-of-pocket, so understanding the benefit structure for our clients is an important part of educating the employee on our calls. Although we do not diagnose, our assessment with each employee confirms if a consultation would be beneficial for them to consider.
What is the length of time you work with an employee? An average call is usually 20 minutes but we have as many calls as the employee needs to feel comfortable and answer all of their questions. Our goal is to bridge the process of connecting an employee to the Center of Excellence best suited to handle their needs and easily schedule a consultation and next steps. We enjoy staying in contact with the employee through their procedure. With that in mind, we will take as many calls as we need to in order for the employee to feel comfortable to move forward and that all of their questions have been answered.
In your opinion, what is the greatest value of a centralized call center for employers? A centralized call center for all your employees minimizes the burden to the employee and assures information is being shared in a consistent manner. Each employee has a designated Regenexx care coordinator so all communication happens between two people. Our communication is not limited to phone as we also e-mail relevant detail, procedure information, videos and other materials as we work with your employees, so having the ability to dialog with them is an important part of our process. We truly love the work we do and the way we are able to impact so many lives for the better.