Ask The Experts

Why should I outsource a contact center instead of hiring my own team?

Building and staffing a contact center can be costly, and set-up is extensive. Most contact center service providers are equipped to be reflexive for different types of clients and industries. Many offer consultative services to build a script and workflow that fits your business needs, which allows you to focus on your business while the contact center executes the outreach. Plus, if the contact center service provider has 24/7 capabilities, you can rest easy at night knowing your clients are taken care of by professionals day and night.

What kind of training do the call center specialists receive?

Call center professionals are first and foremost trained on customer service techniques, but they are also skilled at adapting to different business styles and requirements. ExamOne’s contact center aligns closely with you to develop specific training that accomplishes your business goals.

Do I need to build my own script and workflows?

Full service contact centers are consultative and work with you to develop a script that fits your business needs. They’ll talk through your goals and objectives for why you need a call center and listen to any specific needs and requirements relative to your industry.

What kind of reporting is available, and how do I receive it?

Full service contact centers will be able to provide a variety of reporting metrics that integrate with your systems for easy reporting. Some metrics we offer include:

  • Business dashboards for high-level productivity monitoring
  • Drill down reports to help you dive into the details
  • Ad-hoc or custom reports
  • Raw data exports for further in-house refinement

With ExamOne, you can also leverage our extensive data mining platform to supplement telephonic interviews. Gather comprehensive profiles with attending physician statements, prescription history, laboratory testing history, motor vehicle reports, and more.

What kind of technology does ExamOne use in its call centers?

ExamOne contact centers utilize the industry’s latest technology to provide the most efficient service to you and your clients. We are TCPA- and HIPAA-compliant, and SOC 1, type 2-certified. Our advanced call management system is equipped to handle campaign logistics for any client, and workforce management utilities provide real-time queue monitoring and reporting.

How do I start?

Contact us to have a more detailed discussion about how ExamOne can support your organization.

Ask the Expert: The prevalence of hepatitis C

by Lindsey Amaya on May 30, 2017

As we wrap up Hepatitis Awareness Month, we sat down with our laboratory expert, Betsy Sears, to ask her some questions regarding hepatitis C (Hep C).  Hep C affects millions of people who may not even know they are living with it. The Centers for Disease and Prevention Control (CDC) estimates that up to 75% of those infected are unaware.  Knowing one’s status can help them make important decisions about their health.

Who is most at risk for Hep C?

Those most at risk are baby boomers (born between 1945 and 1965). In fact, they are five times more likely to have Hep C than anyone else.

I have several applicants who are baby boomers. Is there a way for them to know if they are at risk for Hep C?

Yes. Quest Diagnostics offers a short quiz to help individuals identify their risk of Hep C. Upon completion, they can request their quiz results be emailed to them, and can even print them to share with their personal physician to discuss next steps.

Can a blood test detect an applicant who has Hep C?

Yes, a simple blood draw can provide much information.  Our laboratory tests for the antibody of this viral liver disease. Presence of the antibody indicates the presence of either a current or past infection. Including an HCV screen on your laboratory panel for applicants born between 1945 and 1965 can help identify those with increased risk or infection.

What effect does Hep C have on the insurance population?

Multiple ExamOne studies over the last 16 years have shown that over 44% of life insurance applicants with a positive Hep C test have normal liver function tests.  Historically, elevated AST, ALT and GGT have been the markers utilized to reflex HCV testing. Our data continues to show that HCV positives will be missed by the conventional reflex rules, so we are recommending more widespread screening. Overall, there is a 1.2% positive rate among US life insurance applicants, with the greatest concentration of positives in the 50-70 age group.

Is there treatment for this disease?

Yes. In 2015, there were 48,000 prescriptions for Harvoni, a cure for Hep C, filled monthly. This prescription medication (introduced in 2014) proves how the treatment for Hep C has been revolutionized. Historically, an individual had to take multiple pills per day in conjunction with a single shot per week. Now, they take a single pill once a day.

Recently, the CDC released a new study showing that Hep C has nearly tripled in the US in the past five years. It is also the top killer among infectious diseases in the nation, taking nearly 20,000 lives in 2015. As we continue to see the number of Hep C cases increase, it’s even more vital to know the status of your life insurance applicants. With Hep C being so prevalent in baby boomers, and the CDC’s report stating that infections are increasing rapidly among young people because of the rise of opioid misuse, it’s important to consider screening with HCV for all ages.

For more questions on incorporating HCV into your insurance testing panel, please email Betsy Sears at Betsy.R.Sears@ExamOne.com.


Meet our expert

Betsy Sears
Executive Vice President, Laboratory and Strategy 

Betsy has 30 years of experience in the insurance laboratory environment. She works closely with ExamOne’s laboratory operations, research and development, and medical and sales staff on client end-to-end strategic solutions, and supports insurance customers through a variety of presentations on laboratory, medical and risk assessment topics.

Prior to joining ExamOne, Betsy served as vice president and laboratory director of Osborn Laboratories for 14 years. She also has over 11 years of experience in clinical and hospital laboratory settings in New York City and Chicago, specializing in microbiology.

Betsy earned a bachelor’s degree in medical technology from the University of Missouri – Kansas City and a master’s degree in business management from Baker University.

Ask the Expert: What is Policy Express 2.0?

April 27, 2017 Ask The Experts

How does the new Policy Express workflow differ from the original workflow? When Policy Express was first introduced, applicants completed a straight-through process, based on general age and amount rules. With Policy Express 2.0, underwriters can receive real-time data and be more flexible with requirements on each applicant. Now instant decisions can be made or […]

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Ask the Expert: ExamOne.com online ordering

December 9, 2016 Ask The Experts

Our online ordering system is designed to simplify the ordering process, improve efficiency for your office and personalize the site for your needs. This tool was designed to help you manage your cases easier, save you time throughout your day and speed up the time it takes to order requirements. Below are some of our […]

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Ask the Experts: Why A1c is the gold standard of diabetes testing

November 15, 2016 Ask The Experts

November is National Diabetes Month. Earlier this year we became the first laboratory in the insurance industry to update our insurance profile to include HbA1c (commonly referred to as A1c) testing for all life insurance applicants. By upgrading to this test, we will help insurers identify more applicants who are either diabetic or who may […]

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Ask the Experts: Effective exam scheduling options with ScheduleNow

October 31, 2016 Ask The Experts

Is ScheduleNow available to all clients? All ExamOne clients can take advantage of ScheduleNow’s capabilities, national coverage, and flexibility. This tool is available for online users to schedule paramedical exams when submitting orders through our website and is used by our call center to schedule a paramedical exam at the end of the medical history telephone […]

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Ask the Experts: Ensuring quality throughout the applicant exam process

July 26, 2016 Ask The Experts

Do applicants prefer visiting a paramedical service center for the exam? Why? Your applicants made an important decision to protect the ones they love, and ExamOne wants to make the application and examination process as quick and easy as possible. As part of that commitment, ExamOne offers your applicants the convenience of real-time appointment scheduling […]

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Ask The Experts: Fasting and Specimen Transport

July 27, 2015 Ask The Experts

If an applicant does not fast before an exam, how will this impact their laboratory results? The only two results that will be impacted are triglycerides and glucose. Within three hours glucose should be normal; within eight hours triglycerides should be normal. What is the effect of a delayed specimen transport (from the time the […]

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