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5 Ways To Revolutionize Your Medical Contact Center


October 18, 2023

Is your healthcare call center getting crushed under the weight of frustrated patients?

Your healthcare call center is much more than a support function—it’s the primary driver of positive patient experiences. Studies have shown that simple, seamless experiences are the key to customer satisfaction—especially in healthcare.

Follow these 5 steps to transform your call center staff into superheroes who improve patient outcomes and fuel growth

1. Standardize Simple Processes

Identify basic call center functions that can be systematized through templates, chatbots, and straightforward protocols. Simplifying work boosts efficiency and allows reps to focus on meaningful interactions. 

2. Cross-Train Your Team 

Do NOT silo reps into narrow specialties. Cross-training builds adaptability to handle diverse needs and ensures coverage. This creates an agile and resilient workforce. 

3. Offer Self-Service Options

Web portals, automated phone trees, chatbots, and more put routine requests in patients’ hands. Self-service not only improves satisfaction but also reduces call volume. 

4. Collaborate Across Departments

Patient experience is everyone’s responsibility. Foster cross-department coordination to align call center operations with overall institutional goals. 

5. Automate Where Possible

Leverage technology like automated appointment reminders, virtual assistants, and more to handle high-volume, repetitive tasks. This liberates reps for value-added interactions

Reimagining your call center takes work but delivers immense dividends for your patients and your healthcare organization. 

Leverage the 5 critical actions above to build a call center that’s primed for the future of care.

Keep learning: 'Why The Staffing Trap Kills Your Patient Engagement—& 7 Solutions'

Instantly access free training videos, worksheets, and tips: Sign Up For ‘The Pulse: Your Insider’s Guide To Patient Access.’

Posted By

Stephen Dean

Stephen first built his career in information technology, working as a developer for Hewlett-Packard and several start-ups. He received his MBA from Duke before co-founding Keona Health, where he manages all facets of finance, marketing, and operations.

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