Corporate Quality & Compliance

Telerx is a quality and process-driven company, with highly developed, documented, utilized, and maintained procedures that ensure the quality of our service-delivery. Our Corporate Quality and Compliance Department integrates quality into our organization by:

• Establishing baseline process and documentation standards for our clients through our Quality Management System.
• Performing rigorous internal audits throughout our organization to assure continuous improvement.
• Propagating best practices to give you the advantage of our collective client knowledge in the verticals we serve.
• Maintaining an up-to-date regulation library.
• Standardizing our measurement processes, such as routine monitoring, so that each customer interaction can be evaluated effectively by the Customer Experience team within the Quality organization

The Telerx Quality and Compliance Department is autonomous and reports directly to the President, not to the operational units within Telerx.

The department is composed of two teams: Corporate Compliance and Customer Experience.

The Corporate Compliance team (“Quality Assurance”) is tasked with assuring conformity to corporate and client program level processes, as well as adherence to all applicable regulations and guidelines. This is accomplished through an intensive internal audit program which isolates opportunities for continuous improvement as part of our ISO9001:2008 Quality Management System.  Process non-conformances identified are tracked through completion of CAPA plans and subsequent re-inspection.

The Customer Experience Department (“Quality Control’) provides further control of process adherence through independent voice and data monitoring of representative customer interactions as well as providing additional coaching and feedback. They work to assure that we deliver the optimum Customer Experience expected from Telerx.

Telerx has been awarded ISO9001:2008 certification. All six of Telerx's North American contact center locations were ISO qualified by the same independent Quality registrar. The certification process has helped us to refine our documentation and procedures for continuous improvement and is an important milestone in our quality efforts.

Telerx has been awarded Payment Card Industry (PCI) compliance certification as a Level 1 provider.  Telerx has extensive measures in place to safeguard sensitive data and the PCI certification assures our clients that their customers’ data is protected in accordance with the industry’s highest standards.

Client, Patient, Consumer Privacy

Telerx maintains an uncompromising position on protecting our client’s proprietary and confidential information as well as protecting patient/consumer privacy.  Many of our corporate standard operating procedures are centered around regulatory compliance as they relate to requirements outlined by the FDA, HIPAA and 21CFR Part 11.

• All employees sign a confidentiality agreement at the time of hire.
• Telerx ensures strict adherence to all program standard operating procedures.
• Strict guidelines are in place to protect patient privacy, and client confidentiality including secure encrypted data fees and shredding of hardcopy documents that contain patient identifies or confidential program information.
• HIPAA & 21CFR Part 11 training programs.
• Programs required by clients to be 21CFR Part 11 compliant to have secure, computer-generated, time stamped audit trails to independently record the date and time of operator entries and actions that create, modify or delete electronic records.