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CEGA Creates New Role To Meet Rising Demand For Private Repatriation

CEGA has appointed a new business development manager to meet the rising demand for private medical repatriations from travellers.

Nick Simon, who takes on the new role, will focus on the needs of ill or injured clients who require repatriation to their home country (wherever that may be) or a country that offers suitable medical care, but have no insurance, or find their policies do not cover them.  He brings significant experience of the travel sector to the job.

CEGA reports that the growing global demand for repatriations calls for a range of flexible solutions: from road, rail and sea journeys and scheduled flights with medical escorts, to intensive care bed-to-bed air ambulance transfers with full medical and security management, complex travel arrangements and hospital admission. It cites heart problems, long-term illness and complex fractures among the most common conditions to necessitate repatriation.

RELATED READING: International Medical Evacuation And Repatriation Strategies 2016

Nick Simon comments, "Individuals in need overseas are not always aware that they can access repatriation services directly, without insurance, nor that a repatriation involves very much more than a journey. My advice is to always seek the services of an experienced provider who has the best interests of the patient at heart.           

"A reputable supplier will fully assess a patient's needs, select and deploy the right transport and medical care to meet those needs and support them (and their families) from one hospital bed to another. Where needed, they will also provide integrated security assistance."

Muir Roberston, CEGA's managing director, concludes: "We draw on over forty years' experience, on in-house doctors, nurses and multilingual assistance staff and on a global network of hospitals, transport and security partners to provide the best patient care at the best cost.

"Testament to this is the fact that we were the first company in Europe to gain the Commercial Aviation Medical Escort Accreditation from EURAMI*: recognising our global expertise in end-to-end patient transfers."

 *European Aeromedical Institute

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CEGA Optimises Service For Travel Insurance Customers

CEGA Group has implemented a fully automated workforce management system for its travel insurance claims and medical screening call handlers. The move supports CEGA's continued growth and optimises call volume forecasting and staff scheduling: benefiting travel insurers and policyholders alike.

The state-of-the-art system, Teleopti, enables call handlers to organise shifts quickly and remotely, and their managers to take full, automated, control of predicted call volumes and commensurate staffing levels - if necessary from a mobile device, in real-time.  All this helps to increase staff engagement, save time and ensure that call handler availability serves fluctuating call volumes.

Steve Marshall, head of claims and medical risk assessment at CEGA Group, comments, "Since using Teleopti, we have noticed improvements on many levels. Our ability to forecast call volumes accurately and use agent time efficiently and cost-effectively is outstanding.  Our service level agreements (SLAs) are now more stable than ever and our call abandonment rates have halved: maximising customer and client satisfaction.

"Looking to the future, we plan to use Teleopti to schedule staff dealing with claims correspondence via email and Web Chat: just another example of our proactive approach to providing the best customer service in today's changing global travel risk landscape."

Nick Smith, UK & Ireland business manager at Teleopti comments, "Our workforce management technology offers fast growth organisations such as CEGA the opportunity to create high-performing contact centres staffed with highly motivated agents.  Automation and real-time capabilities support smarter forecasting, yield tangible time and cost savings and help drive meaningful service improvements which means an improved employee and customer experience."

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