Operating an efficient Call Center is one of the most important elements of any Radiology Benefits Management program. This is where, through a simple phone call to our trained customer service and medical staff, physicians receive quick consultation on the radiology modalities they wish to utilize. We think you will agree that NIA's Call Center is the best in the business.

Call Center Features

• Highly trained customer service and medical professionals handle calls. Board-certified radiologists and other physicians, along with Authorization Representatives, Registered Nurses, and LV Nurses staff the NIA Call Center.
• Efficiency Assured by NIA Algorithms. Call Center efficiency is enhanced dramatically through the use of NIA's proprietary, evidence-based decision support guidelines, known as algorithms.
  
  Here's how the algorithms work: As Call Center staff ask a few scripted questions about the utilization request and input answers into our proprietary software and database systems, the algorithms automatically adjust to prompt the appropriate additional questions - leading to approval or consultation with our radiology experts. The initial process takes no more than four minutes.
• Expert consultation. About one-third of the consultation calls we handle are transferred to our board-certified radiologists and other specialists for peer-to-peer consultation with the ordering physician.
  • If case requests are "denied," our radiologists recommend an alternative procedure
  • No authorization requests are ever denied without a concerted effort to discuss the matter with the ordering physician