Our Employees

The success of MediGain will rely on our ability to hire and retain the right people and then train and provide proper incentives. Greg Blankenship and Brett Walker, as MediGain's medical collections domain specialists, will utilize their experience in running these operations in the US to replicate their top US Accounts Receivable departments. These two managers/trainers will each spend over half the year in Sri Lanka training and managing the call center agents. Each customer relationship and every transaction revolves around the personal touch of our team and quality of our employees.

All of MediGain's agents will be college graduates or possess equivalent diplomas, targeting Hotel Management and Marketing degrees, with up to 4 years of relevant customer interaction experiences. All Agents will undergo 240 hours of soft skills training to develop:

• Behavioral and Functional skills
• Voice and Accent
• Cultural Training (USA)
• Soft Skills
• Systems Training
• Sales/Closing Skills
• Attitude
• Etiquette
• Listening Skills
• Process Training
• Keyboard Skills

MediGain agents are then trained to become experts in the field of US Healthcare, FTC legislation, HIPAA compliance, the dynamics of collections and operational excellence to become indoctrinated in MediGains winning culture.

MediGain agents will continually be assessed on performance metrics that include accounts receivable days, collection rates, number of complaints, as well as metrics, that include outbound calls, average handle time, call/roll rates, voice and accent, attitude, etiquette and listening skills. All metrics will be distributed and reviewed daily and agents will be stack ranked in each metric to help management identify weaknesses, best practices and areas of opportunity. These metric reports will allow granular analysis and become a tool to drive continual process improvement.