News : Once-dingy Office Building Now Sparkles as New Call Center
Grand Rapids, MI, Nov 9, 2017 -- Orange is the new call center for MedData, which recently opened a new Patient Services Center that employs nearly 300 with plans to expand to 640 employees.
Spence Galloway, MedData's executive vice president who engineered the move, said he barely noticed the dingy office building at 5253 36th Street SE when they first looked at it last year.
"It was a dump," said Galloway of the 100,000 square-foot warehouse and office building that had been through foreclosure twice and vacant for the previous five years.
That wasn't the case on Thursday, Nov. 9, when MedData executives held a ribbon cutting to show off the patient services center they installed in the building.
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The building is now easy to find thanks to the bright orange paint that was used to update the dingy exterior and brighten the remodeled offices inside.
The interior now houses employees who handle billing questions for health care providers and insurance companies from through the United States from 8 a.m. to 10 p.m. six days a week.
Given the large space they were able to acquire, Galloway said they were able to design large 9-person team stations in which a supervisor is centered. Each work center includes a refrigerator, coffee maker and microwave oven.
Voices and noise in the 700-foot-long call center room are hushed through noise canceling equipment and sound absorbing cubicles. Employees who need to make personal phone calls during their work day used sound-proof booths away from their work stations.
The new offices also include private coaching rooms in which employees are evaluated by trainers who review recordings of their telephone interactions with them.
The office space also includes a cafeteria, a break room with a Foosball table and table tennis, a "mommy room" for young mothers, parking for 650 cars, an in-house gym and basketball court. A daycare center is being studied for an adjacent wing, Galloway said.
"This expansive center provides the scalability and technological advantages that our clients and their patients require to meet the many challenges associated with the continued growth of out-of-pocket healthcare costs," said Ann Barnes, president and CEO of MedData.
"Our philosophy of treating patients with dignity and respect throughout their healthcare financial experience on behalf of our clients is demonstrated every day by our dedicated team, right here in this wonderful community," Barnes said.
Galloway said MedData continues to seek new call center employees, starting at $14.50 an hour with added pay for bilingual language skills and experience.
"Our ambitious corporate investment in the Michigan market reflects our confidence and excitement in the MedData business and the wonderful talent pool across the Grand Rapids community," said Vivian Lopez-Blanco, chief financial officer of Mednax, MedData's parent company.
Posted by Veronica Silva Cusi, news correspondent
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