It may seem like in-house contact services would be a better fit for healthcare centers, but is that really true? The burden of training, staffing, monitoring and maintaining a quality call center is no simple task. Even in a digital-first age, people still prefer phone calls when it comes to healthcare as means of communication. This is a contact service’s bread and butter. A truly robust call center service can optimize the customer (or in this case, patient) — experience through specialization.
Engaging in a partnership with a skilled and trusted outsourced call-center service can yield incredible benefits for your patients, staff and your brand. You’re not losing control, you’re simply gaining another leg to stand on to help support your overall goal. With an experienced call center service on your side, you’ll be able to better modify scripts or develop new ones to improve patient satisfaction. Call center agents are able to:
- Learn and ensure compliance with healthcare practice
- Personalize calls for patients depending on physician
- Better the patient experience
Monitoring and recording calls will help ensure that high standards and compliance are being preserved. Outsourced contact centers are constantly learning, training and evaluating performance to maintain exceptional service.
Call Centers Really Do Boost Patient Satisfaction
Long wait times or automated phone services can be tedious enough when you’re simply trying to return a sweater. But for patients, this can be truly devastating — not only for them but for a brand. Providing agile and personalized attention to patients can truly help with referrals, advocacy and providing a better experience.
Patient Management and Follow Up
The emergence of payment bundles, value based care, etc. has put strain on healthcare facilities to follow up with patients. Prioritizing and managing these outbound calls can put a strain on staff — furthermore, if they are not done efficiently, healthcare facilities risk losing money and possibly patients. Outsourced call center services are well-equipped for outbound services and can manage the process professionally with care.
Brand Awareness and Referrals
No, your patients are not customers. Skilled outsourced contact centers understand this. There is no upselling or customer grooming in the healthcare industry. But the cornerstone of a great contact center is the customer experience — and that doesn’t change when it comes to patients. Creating a positive and consistent experience will do wonders for word-of-mouth referrals and protect your service’s brand. When it comes to health, there is no stronger advertisement than the recommendation from a friend, family member or peer.