HealthConnect Inc.

Health clients in Canada and abroad hand their customer contact to HealthConnect Inc, a firm in Moncton, New Brunswick, that has spent decades on the work.

Customer care for health clients

HealthConnect takes contact from the customers of its health clients: patients, caregivers, consumers and allied health and healthcare professionals. The firm describes its approach to customer care as built on quality, reliability and accountability, and it says its staff are trained and mentored so that they take the job personally. It runs audits of its own work, works on the quality of its contact centre and sets clear processes for managing differences between clients.

Bilingual medical information

Medical information services are offered in both English and French, which the firm says matters in Canada's bilingual market. The work includes answering questions about health products and helping clients meet bilingual labelling rules. The firm also handles medical information for cannabis clients, which it lists as one of its specialist areas.

Recall surges

When a product recall is announced, call volumes can jump sharply. HealthConnect describes one case in which Health Canada advised a nationwide recall of a children's product late on a Friday evening. The client expected call volumes ten to twenty times above normal, more than its existing team could handle. The firm treats the case as an example of its recall response work, which covers the extra call handling a client needs at such moments.

Ordering platforms and multi-country work

HealthConnect built a secure online ordering platform for a medical device made in Europe and sold in Canada, after a European company partnered with a Canadian firm to bring the product to market. The device was repackaged to meet Canadian bilingual labelling rules. Separately, the firm was engaged to set up and run customer care and medical information for two countries when a virtual company was formed in the United States.

Staff and approach

The firm says it trains and mentors its staff to treat customer care as a personal goal as well as a corporate one. Its website sets out values such as honesty, reliability and accountability, and it says it prefers to show how it can help a client deliver results rather than to sell hard.

HealthConnect Inc. is a customer care and medical information service provider based in Moncton, NB. For the last 30 years it has supported health clients, their patients and caregivers.

Services

• Customer care: handling contact with the customers of health clients, including patients, caregivers and consumers.
• Medical information services: bilingual medical information support.
• Secure ordering platforms: online ordering set up for a medical device sold in Canada.
• Recall response: extra call handling when a client faces a product recall.
• Staff training: training and mentoring for its own staff.

Clients

Health clients and allied health and healthcare professionals, serving their patients, caregivers and consumers.

Key facts

• Based in: Moncton, NB
• Experience: 30 years helping clients care for their customers.