People in need of care and their relatives get reliable answers on applications and supply.
We answer questions on care level, approval and the supply of medical aids and handle the case processing behind them – for care providers, funds and suppliers. For more than ten years, the aLIVE group has worked for care facilities and health insurance funds.
How we take work off your hands in this industry.
We connect telephone advice with the case processing behind it.
Many calls about care and medical aids concern the status of an application. When advice and case processing sit in the same team, the status can be checked directly instead of being passed on. We align processes and metrics with this.
Arrange a call→We only process health data with approval and an audit trail.
Requests about care and medical aids contain health data under Art. 9 GDPR. We protect it contractually, technically and in the call flow.
Check relatives' powers of attorney as you specify.
DPA under Art. 28 GDPR with TOMs.
Samples with error classes and CAPA logic.
Project data on servers in Germany.
Questions from care and medical aids.
Question not listed? We reply within one working day.
For care facilities, long-term care funds and medical aid suppliers that want to bundle enquiries from people in need of care and their relatives. We handle phone, correspondence and case processing individually or together.
That depends on your requirements. Before any data is accessed, we check identity and authorisation, such as a power of attorney. If there is none, we record the request and pass it on in a structured way.
No, care counselling under § 7a SGB XI (German Social Code, Book XI) stays with your qualified care counsellors. We answer standard organisational and benefits questions and arrange a counselling appointment where needed.
Training covers five blocks: fundamentals, data protection, subject matter, conversation skills, and systems and processes. Specialist coaches qualified by the BKK Akademie teach benefits law. Approval is only given after a knowledge test and supervised test calls.
You receive a monthly report with metrics such as availability, case resolution rate and error rate from samples. During hypercare we coordinate daily, then weekly and in a monthly jour fixe. Recurring errors are handled using CAPA logic.
