How Callnovo English Support Team Delivers Outstanding Service
On January 21, 2025, Callnovo was thrilled to receive a glowing review from one of our US-based clients, MVB, a leader in healthcare billing services. This heartfelt feedback highlighted the professionalism and expertise of our Callnovo English support team, as well as the meticulous efforts of our dedicated customer success manager, Vince.
MVB’s feedback speaks volumes:
’Good Afternoon, I just wanted to share some feedback regarding Vince:
I have had the pleasure of working with Vince for almost 2 years, and his dedication to ensuring satisfaction has been outstanding. He is proactive in addressing concerns, always attentive to details, and consistently goes above and beyond to understand and meet my needs. His excellent communication skills have made everything seem seamless, and he is always quick to respond with thoughtful solutions to any challenges faced. Vince has not only strengthened our partnership but has also instilled confidence in the services provided by Callnovo. He is a committed and results-driven professional who truly cares about client success.
The Callnovo English support team also stands out. Eymer handles multiple tasks flawlessly, Cesar has significantly improved his efficiency, Abraham is a go-to expert for commercial insurance, and Elying specializes in no-fault and workers’ compensation cases. I couldn’t ask for a more reliable team!’
About MVB: Driving Efficiency in Healthcare Billing
MVB is a US-based company specializing in healthcare billing and payment processing. Their mission is to streamline administrative burdens for healthcare providers, enabling faster fund recovery and improved operational efficiency.
In February 2023, MVB partnered with Callnovo to assemble a professional English support team, including four skilled English-speaking agents and one local customer success manager. Together, they ensure seamless healthcare billing operations, enhancing MVB’s service quality and customer satisfaction.
Industry Pain Points Solved by Callnovo English Support Team in Healthcare Billing
The US healthcare system is notorious for its administrative complexity, creating significant challenges for providers and billing companies alike. These inefficiencies are not just inconveniences—they translate into substantial financial and operational losses. Consider the following:
• Claim Denials: Approximately 25% of medical billing claims are denied due to errors, incomplete information, or a lack of timely follow-up. This means that one in four claims requires additional time and resources to resolve. (Source)
• Financial Losses: Healthcare providers lose an estimated $125 billion annually due to inefficient billing processes, which impacts their cash flow and profitability. (Source)
• Administrative Overload: Administrative tasks account for 30% of total healthcare costs in the US. This places a heavy burden on healthcare providers, diverting their focus from patient care to managing billing and compliance. (Source)
The Hidden Costs of Billing Inefficiencies
1. Time Delays: On average, it takes 30 to 90 days for providers to resolve denied claims, increasing the cycle time for payments. (KFF | The independent source for health policy research, polling, and news)
2. Staff Burnout: Billing teams spend 20-40% of their time addressing errors and following up on claims, leading to high turnover rates. (Source)
3. Patient Frustration: Poor billing practices can erode patient trust, with studies showing that 65% of patients have received incorrect medical bills, often leading to disputes. (Medical Group Management Association – MGMA)
Why MVB Chose Callnovo
Faced with these industry-wide challenges, MVB recognized the need for a partner with the expertise to streamline operations and reduce inefficiencies. By partnering with Callnovo, MVB was able to:
• Reduce claim denial rates by leveraging Callnovo’s proactive follow-up processes.
• Improve payment cycles, ensuring cash flow stability for their healthcare provider clients.
• Alleviate administrative burdens, allowing providers to focus on delivering quality patient care.
Callnovo’s English support team not only addressed these pain points but also delivered measurable results, setting a new benchmark for healthcare billing excellence.
10 Reasons to Choose Callnovo English Support Team for Healthcare Billing
1. Certified Professionals, High KPI Standards
Our Callnovo English support team is managed by COPC-certified customer success managers. We deliver exceptional KPI results, such as:
• Average first response time: under 30 seconds
• Daily case-handling capacity: 150+ tickets per agent
• Customer satisfaction (CSAT): 95%+
2. Flexibility to Scale
We adapt to your business’s seasonal demands, scaling team size accordingly to reduce labor costs. With AI-supported automation, Callnovo optimizes operations while lowering overall service costs.
3. Industry-Specific Expertise
From healthcare billing to commercial insurance, our team members specialize in handling complex industry-specific processes with precision and care.
4. Proactive Problem Solving
Our customer success managers like Vince focus on boosting client satisfaction by offering innovative solutions tailored to your needs.
5. Reliable Multitasking Agents
With team members like Eymer and Cesar, Callnovo ensures high efficiency and flawless task management, no matter the workload.
6. Specialized Knowledge for Complex Cases
Agents like Abraham and Elying provide unmatched expertise in specialized billing and insurance processes, ensuring accuracy and professionalism.
7. Cost Efficiency without Quality Compromise
By combining human expertise and AI, Callnovo delivers cost-effective solutions while maintaining exceptional service quality.
8. 24/7 Multilingual Support
Our global presence ensures round-the-clock support for clients in different time zones, making us a trusted partner in the healthcare sector.
9. Data-Driven Service Improvement
We leverage real-time data and analytics to continuously improve service performance and achieve higher ROI for our clients.
10. A Partnership Built on Trust
Client feedback like MVB’s demonstrates our unwavering commitment to excellence. With Callnovo, you get a partner who prioritizes your success.
The Impact of Callnovo English Support Team on Healthcare Billing Efficiency
1. Client Success Stories
MVB’s partnership with Callnovo has resulted in:
• 30% reduction in billing errors, improving cash flow and payment cycles.
• 50% faster claim resolution, enabling MVB to handle more cases in less time.
• High employee retention rates within Callnovo’s team, ensuring continuity and consistent service quality.
2. Boosting Customer Satisfaction
Callnovo consistently achieves CSAT scores above 95%, significantly improving the end-user experience for clients like MVB.
3. Enhancing Operational Efficiency
By optimizing workflows and leveraging advanced AI tools, Callnovo helps clients reduce costs by up to 40%, providing a competitive edge in a challenging market.
Join MVB and Other Satisfied Clients
At Callnovo, our English support team takes pride in delivering exceptional service, proven results, and unmatched expertise. The feedback from MVB is a testament to our dedication and professionalism.
Stop struggling with inefficient processes and overwhelming administrative tasks. Let Callnovo’s expertise take your operations to the next level.
Ready to transform your customer support operations? Request a Quote today or visit our Callnovo®Multilingual Call Center-Customer Service Solutions to explore how we can help your business thrive.