If your call center feels chaotic, you're not alone. Without standardization, almost all call workflows become fragmented and inconsistent—and sloppy workflows for your staff means aggravating experiences for your patients.
Good news: standardizing your processes is easier than you may think. Here’s how to optimize:
5 crucial steps to streamlined workflows
1. Identify All Call Types
Make a master list of every reason patients call in. Categorize call types to simplify management.
2. Document Workflows For Each Call Type
Outline everything agents need to do for each call type, including scripts, lookups, and actions.
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3. Use A Standard Format
Format all workflows identically. Make it easy for agents to skim and stay oriented.
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4. Limit & Prioritize Choices
Don't overwhelm agents. Limit choices to 2-5 options. Prioritize by urgency, not alphabetically.
5. Consolidate Tools
Reduce redundant tools. Provide one centralized place for workflows, even if linking out to other systems.
And remember:
Standardizing call workflows makes agents jobs’ easier. It empowers them to focus on patient care, rather than on navigating their own processes. These streamlined workflows, in turn, create consistently positive patient experiences.
Workflow standardization pays off exponentially in the long-run by turbo-boosting efficiency and service quality. Standardization is thus a key component of cutting-edge patient access operations.
