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Tuesday, September 15, 2009

Pilot call center employs nurses as agents

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Life-Stage Communications (LSC) Thursday launched its pilot call center operations utilizing the huge population of nurses in the country as its agents in providing healthcare solutions of local and international clients for its accredited hospitals in the Asia Pacific region.

Geoff Spiller, managing director of LSC, said they will start with the operations of the world’s first borderless healthcare knowledge process outsourcing (KPO) in two to three months and expect to get 100 agents or its so-called “medical butlers” composed of registered nurses within six months at its Pasay location.

Spiller said that hospitals and medical facilities are being accredited as their affiliates and would be included in the pool of facilities that their medical butlers can refer to for the help of patients.

Dr. Wei Siang Yu, founder of FlyFreeForHealth concept and pioneer of medical tourism, said they have 100 major hospitals affiliated with them.

Locally, there are three to four major hospitals that they are in contact with to be enrolled in this service marketing operations for medical and healthcare needs.

Wei said that the global market for health care is estimated at $100 billion and still growing especially with health care reforms happening in the U.S., Europe and Asia.

But the problem is that hospitals are not integrated with health information and down the value chain.

The group’s proposal is to tie up health and lifestyle value chain noting that the Asia Pacific region is expected to get the influx of medical tourists.

LSC has already tied up with the RA Gapuz Review Center, one of the country’s review centers for nurses, as its partner for the medical butlership training.

Spiller said they have decided to put up pilot project in the country because of the proven hospitality of Filipinos, particularly the Filipino nurses. “The current system has no unified concierge that would put healthcare and lifestyle together,” Spiller said.

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