Infrastructure

MediGain takes advantage of the latest hardware, software, networks and ASP software services available in the industry to run its operations. MediGain's IT infrastructure strategy was developed with the goal of having the most reliable, secure, efficient, portable, scalable and cost effective solution to maintain the highest level of service to our clients.

Telephony
MediGain uses an ASP based call center solution with its telecommunications and switching infrastructure in the USA. The ASP model allows MediGain to support a collections based call center including a Predictive Dialer, Interactive Voice Response System (IVR), Automatic Call Distributor (ACD), voice recording, and voice and data lines that are required in the USA. This solution provides segmented, password protected remote access to the entire switching and database system so that MediGain could manage, operate and configure the predictive dialers, call campaigns, IVRs, and ACD and run reports and monitor agents as if the equipment was onsite at the call center in Sri Lanka. This solution also provides MediGain to have call center users (i.e. agents, supervisors, managers) in a distributed geographies (anywhere in the world) yet, operate the call center as a single virtual center. This all encompassing ASP solution also provides international toll bypass utilizing VOIP technology. The ASP based telephony solution is provided by one of the premier next generation switch manufacturers in the USA.

Billing and Collections System
MediGain uses a premier ASP based medical billing, collections and practice management CRM software company in the USA. The ASP has provided services to hospitals and office-based physicians billing, account receivable management and reporting services for over 15 years. The ASP service has been integrated virtually every hospital accounting and billing system as well as various physician practice management systems. This application can also replace a physician�s practice management system if required and also offers a complete patient scheduling system. The ASP service is directly connected to Medicare, Medicaid, Blue Cross Blue Shield and WebMD�s clearing house. This provides the capability to electronically submit billing claims quickly and accurately. The ASP also provides paper claims submission and mailing fulfillment services to MediGain, allowing us to focus on our core competencies of Account Receivable Management. MediGain also provides the capability to accept ACH direct debit from bank accounts and credit card transaction for private pay clients. The private payers can call into the call center, use the automated IVR or go directly to our payer website to make their payments.

All of the ASP servers and databases are located in redundant datacenters in the USA, under strict security. The ASP service comply with HIPAA and privacy guidelines and can only accessed via a secure network. The advantage of this ASP is the capability to operate from Sri Lanka or anywhere in the world using a thin client (browser), which gives MediGain the flexibility run its operations with standard hardware and software with minimal costs. The thin client architecture also provides MediGain to set up redundant sites and disaster recovery sites with minimum infrastructure requirements.

Scanning and Document Management System
MediGain has also implemented a powerful scanning and document sharing system that will be set up at locations where documents for billing or follow-up is required. This applications allows hospitals, physicians practices, ambulance service providers and clinics simply scan and send the required documents to our server with one simple step. The scanned documents are also archived in the client PC. The downloaded documents that are sent to our server are automatically indexed and assigned for printing for resubmission with a claim, or to conduct bill coding. All documents are securely stored in a HIPPA compliant datacenter and can be retrieved by the account managers in Sri Lanka using a simple web browser. Audit trails, quality control, reporting and archiving are just some of the features of this system that allows MediGain to process claims faster and more accurately for its clients.

Network
MediGain understands that Telecom is the backbone of Call Center Operations so it is imperative to have a Highly Reliable, Secure and Efficient Infrastructure to support the same.

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  • Diversity in the links with circuits engineered through Multiple Service Providers like AT&T & MCI.
  • Cable Diversity with circuits engineered through the Atlantic and Pacific routes. Local Loop connectivity
  • Local Loop at US end provided through multiple providers
  • T1 ISDN PRI links with Toll free numbers
US End:

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  • Local Loop Connectivity with Fiber access to the international gateways
  • Fiber Connectivity through Multiple Services Providers to Mitigate Risks
  • Satellite backup data link to the USA
Sri Lanka end:

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  • 100 Mbps fully Switched Network.
  • Gigabit backbone to ensure that LAN bandwidth is never a constraint.
  • Separate VLAN's to provide security to each customer. *The data network is standardized on the Dell servers and PCs connected through a CAT 5e LAN network.
LAN Infrastructure

Power
To ensure the call center is operational 24x7, a three tier redundant power backup system has been built.

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  • Power to the premises is from Ceylon Electricity Board
  • Redundant UPS systems working in hot standby mode at all times.
  • Own Generating set in case of failure of the UPS systems and to provide power for extended power outages, if any.