Customer Service (CSR)

The phones are a clinical problem in disguise

Nobody's board meeting is about call volume. But the call gets answered by whoever is standing there, and in most organizations that's someone whose actual job is clinical. That's not a staffing preference — it's overhead being paid at a clinical rate.

Our BPO line exists to take that load off. The headline on it is simple: reduce your overhead by 50%.

What you're actually buying

Not a call centre. A dedicated remote employee — ours to recruit, train, supervise and replace — who works only for your company, in your systems, on your workflows.

• Dedicated, not shared. A dedicated employee is exclusively assigned to your company, providing full-time, personalised support. We do have a timesharing program for small organizations, but we encourage the dedicated program.
• Flat monthly rate. You pay a flat monthly rate per dedicated employee — all of it for less than half the cost of a typical receptionist. No recruiting cost, no benefits load.
• Cover is included. The program includes cross-trained floaters who cover for your dedicated employee when they need time off, so the desk isn't empty when your person is.
• Month to month. We prioritise long-term relationships over long-term agreements. Our agreements are month-to-month, and you can cancel anytime if you're not satisfied.

The scope, in our own words

Let us be your customer service representative over the phone, allowing you to focus on critical clinical matters. Our team is experienced and dedicated to delivering quality services that meet your specific needs. Paradygm Back-Office Services

That is the role stated plainly: the phone, worked by someone whose actual job it is — so the people whose job is clinical can do that instead. The call types, and how anything clinical gets routed back to your team, follow your workflows: this is a dedicated employee working your systems and your workflows, not a call-centre script.

What we don't do

We do not handle clinical matters. We assist you and your staff with back-office work. That line isn't modesty — it's the structure the whole model depends on.

Is outsourcing even allowed?

It's the first question every Medicare provider asks, and it deserves a direct answer. If you are a Medicare provider, you should not outsource directly to the Philippines. Instead you contract with us — a non-Medicare provider — to handle the offshoring for you.

On HIPAA: we provide quarterly HIPAA training to every employee who handles Electronic Protected Health Information, and we conduct unannounced audits of employees. Technical and administrative safeguards — encryption, access controls and monitoring systems — sit behind that.

Where CSR sits in the line

It's the shallowest end of the pool, and usually the first place an organization tests whether a remote dedicated employee actually works. The roles that move real money sit next to it: intake, prior authorization, QA and documentation management. Most organizations start with one and add from there.