As of this week, Concentric is moving to a fully centralised model for client support and intake into their allied health support services across Australia. This comes after twelve months of trials and analysis at single sites to ensure that the eventual centralised system was a seamless experience for everyone involved. The end result will go a long way to enhancing Concentric operations, improve efficiency and support increasing access to quality care.
The Central Support team, led by Molly Whittaker, supports the forty plus Concentric sites in WA, Victoria and NSW – that are located either at stand alone allied health clinics or within aged care facilities. The Central Support specialist teams are based across Australia and can now offer support and assistance via a 1300 number or email between the hours of 8:00am AEST – 6:00pm AEST.
Molly said that ‘expanding our central model to include client intake is a pivotal forward step to improving access to our services for both internal and external customers. We have now transitioned from having support at site level and local phone numbers to a centralised model using the advanced technology of our 3CX centralised phone system and Lumary platform. We are now able to service Australia wide for extended hours, providing a consistent and efficient experience for our customers and Concentric teams, centred around increasing access to quality care.
Our system was trialled at select Concentric sites to validate and develop its effectiveness in supporting both the teams and customers before we committed to a full-scale change. In the past 12 months, we have already completed 16,000 support enquiries and we anticipate continued growth and support with our intake team now as part of the centralised model.’
Managing Director of Concentric Nick Beckett further noted that ‘now this centralised intake system was in place, the stage was now set to consolidate the expansion plans of Concentric. The successful roll out of this project has demonstrated our team’s ability to be flexible and utilise technology successfully to embrace change and improvement.’
To contact Concentric Client Support :
phone :1300 148 160 email support@concentric.com.au