Quality Assurance Programs

We continuously work with business partners to refine our approach to quality and compliance. Because we know both are a top concern for healthcare providers, ProSource has developed a stringent, seven-point program to address issues of quality and compliance. We hear your requests. We embrace what is important to you because it is also important to us. At ProSource, you have a voice.

It is impossible to overemphasize the vital importance of quality management standards to the continued success of our company. Our compliance program and quality management principles include the following seven elements:

• Implement written policies, procedures, and standards of conduct
• Designate a compliance officer 
• Develop effective training and education
• Develop effective lines of communication
• Enforce standards through well-publicized disciplinary guidelines
• Audit and monitor internal processes
• Respond promptly to potential deficiencies and develop corrective action

Our account representatives are trained under the philosophy of “First Call Resolution,” and our audit program is based on this concept. ProSource records every inbound and outbound call. Our internal audits consist of reviewing account history, examining notes on the account, and listening to calls made by our account representatives.

This thorough review process allows management to remain objective. Our quality assurance expectations are audited routinely by our supervisory and training team, which monitors each account representative on a monthly basis. Monitoring the history of an account and listening to discussions between our staff and the patient or insurance company allow ProSource to improve our processes and provide the best possible results to you.