URAC Accreditation

Conduit is extremely proud to announce that as of 10-29-2020, we have achieved Health Call Center accreditation through URAC, the premier healthcare organization that has established quality standards for the healthcare industry over the last 30 years. URAC accreditation provides a standards framework to build high quality health service organizations and allows for performance analysis to identify areas for quality improvement. They use measurement, reporting and monitoring requirements to promote continuous organizational optimization. We are so excited for what this accreditation means for our organization, our clients, and the patients we serve.

A URAC-accredited health call center must have exceptional infrastructure that meets specific standards, in addition to certain CORE standards for clinical staff qualifications, training and roles of non-clinical staff, telephone performance thresholds, clinical staff response times, handling of triage calls, information sharing, feedback to physicians, and more. As a URAC-accredited Health Call Center, we:

  • Have defined policies and procedures that allow it to quickly and effectively respond to the health concerns of their patients.
  • Adhere to defined thresholds for telephone performance, such as the average speed of answer by a live person within 30 seconds, average abandonment rate of five percent or less, and callbacks within an average of 30 minutes.
  • Provide around-the-clock access to licensed registered nurses every day of the year.
  • Use established clinical guidelines and pathways to ensure that they provide consistent and up-to-date health care advice.
  • Have clinical monitoring and oversight for non-clinical staff and immediate availability of clinical staff for clinical issues.
  • Adhere to guidelines for the qualifications of clinical staff to perform clinical triage and health information services.