Contact Centre Management

Getting the right information to patients and the general public at the right time is critical in engaging them in their healthcare. Health contact centres are an important aspect of delivering healthcare services and help individuals connect to the information they need via phone, mobile, email or social media.

General Dynamics IT designs, manages and operates health contact centres delivering inbound and outbound customer services, including self-service options such as e-mail, chat and the web. Our award winning contact centres integrate the latest in behavioral analytics and security, and highly trained staff who manage critical health information and answer calls for more than 49 million individuals.

  • Managed Contact Centre Services (MCCS) Framework Agreement (U.K.) – Commissioned by the Department of Health, the contract enables NHS organisations to rapidly commission contact centre services. This can include support services to the public, self-help programmes targeted at patients with medical conditions, health crisis lines, urgent healthcare services, mass communications and public health campaigns.
  • 1-800-MEDICARE (U.S.) - Provided integrated, end-to-end customer support to 1-800-MEDICARE, where we served America’s 49 million beneficiaries and provide program enrollment, respond to beneficiary inquiries, provide policy analysis and more. Beneficiaries utilise telephone, email, postal mail, web chat, and fax. 

Voted World’s Best Large Contact Center by Contact Center Magazine