When an individual contacts a health call center to inquire about symptoms he or she is experiencing, the health call center takes the proper measures to direct the member to schedule a doctor's appointment if appropriate, visit an urgent care center or assist with calling emergency services to the consumer's location if the caller is unable to call on their own. URAC standards ensure that health call centers are able to respond to these issues quickly and with the appropriate clinical expertise, which ultimately reduces unnecessary emergency room and physician visits. There are also clear benchmarks for how quickly each call must be answered. Health call centers also provide health information about wellness activities and chronic health conditions.

"Call centers are an important lifeline for consumers who have questions after hours when their doctor's office is closed. URAC has robust requirements for accreditation, which keeps us in a place where we're constantly monitoring the quality of our programs," said Shalama Smith, Senior Quality Consultant, OptumHealth Care Solutions. "We don't sit still. URAC standards are a driver in that innovation."

SOURCE URAC