Operations

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IMS operations are based in the English speaking Caribbean country of Barbados. Operating from our premises in the heart of what has become the central business district of Warrens St. Michael Barbados we are capable of 24 hour operations. IMS currently operates an overlapping two shift system running from 8:00am to 8:00pm Monday to Friday and 9:00am to 6:00pm on Saturday.

IMS operating team has over 10 years of experience in the transcription and processing of patient records and prescriptions through our team of pharmacist, pharmacists technicians and call center staff.

In line with these business operations IMS therefore has experience in:

data entry from original document
securing original documents by working from scanned replications
data record update from customer calls
data verification and quality assurance.
rule based review and processing of client records
product pricing, ordering and fulfillment
securing and processing customer confidential information i.e. prescriptions and credit card information

Staff employment contracts place an emphasis on confidentiality of information and non-disclosure of information to persons outside of the company and a separate confidentially form/waiver is signed.

New employees are first trained for a month then are placed in a buddy or team system with experienced employees. During and after probation employees in the call centre undergo quality assurance call handling reviews to assure accuracy and quality and data processing review with an error rate of .01%. The system in place allows an error report to be compiled by internal checks and balances i.e. at each stage the work is checked and any errors found are sent for re-work and review.

IMS operations and IT infrastructure includes, SIP, DID and 24 channel PRI telephone call center. It is centered on WAN (Wide Area Network) connectivity over dedicated internet access (DIA). We also utilize onsite exchange email servers, IBM blade centre, Dell Linux servers and protected by Cisco firewalls. Client machines are windows 10 based and protected with Sophos Antivirus Security Software.

The company's facilities are served by a reliable power supply from the local power company and we utilize Uninterruptible Power Supply units to facilitate an orderly shutdown of computer equipment to unsure data integrity in the infrequent case of power outage.