Contact centers: What you need to know

Neil Baum, MD

In a health care contact center, employing best practices is essential for ensuring exceptional patient care and operational efficiency. Prioritizing strategies that enhance patient satisfaction, streamline communication, and ensure compliance with regulatory standards is pivotal for fostering trust with those seeking assistance.

In this blog I will discuss five key best practices that health care contact centers can adopt to optimize their operations and improve the patient experience.

A contact center is a cloud-based communication software program which is designed to manage and optimize phone calls to your office at times when there are no receptionists to take in-coming calls.

Pros of health care contact centers

• Streamlined patient communication
  Healthcare contact centers act as centralized hubs, enabling patients to effortlessly connect with healthcare professionals. These centers offer flexible communication channels, allowing patients to choose between direct phone calls, emails, or social media. This enhances convenience and access to the practice.
• Efficient Appointment Scheduling
  Contact centers streamline appointment scheduling, minimizing time and effort for both patients and health care providers. Patients receive reminders and reduces no-shows.
• Enhanced patient experience
  The health care call center, equipped with specialized knowledge and technology, monitors key performance indicators (KPIs) for continuous improvement. A contact center ensures prompt responses thus enhancing patient satisfaction and loyalty.

Cons of Health care Contact Centers

• Potential for miscommunication
  Language differences between patients and call center staff may lead to misunderstandings. The likelihood of miscommunication further increases when the staff is inadequately trained.
• Excessive call volumes
  Excessive call volumes can translate into extended wait times, leading to frustration and dissatisfaction among patients. The high demand for calls may also cause burnout among contact center staff, potentially affecting the quality of service they provide.
• Technological challenges
  Technical glitches and system downtimes have the potential to disrupt the contact center's operations, impacting its capacity to offer timely assistance to patients. Relying on technology also raises concerns about the security of patient information requiring measures to safeguard sensitive data.

Five best practices in health care contact centers

Prioritize patient-centric communication

Effective health care communication starts with prioritizing patients. It involves tailoring interactions to individual needs, ensuring a personalized and empathetic approach. By putting patients at the center of communication strategies, you can enhance satisfaction levels and foster better engagement. A patient-centric focus builds trust and strengthens the overall healthcare experience.

It is important toimplement regular training sessions for your staff to enhance communication skills, emphasizing active listening and empathy.

Implement advanced appointment management systems

Booking a doctor's appointment can be tough, right? But it shouldn't be, especially when dealing with sick people. A recent report found that 67% of patients like booking appointments online. This tells us technology is key to making things easier. By using advanced appointment systems, we make scheduling simpler for both patients and medical practices. Automation, like appointment reminders, reduces missed appointments.

To minimize no-shows, make certain the call center includes an automated appointment reminder system.

Foster a multichannel approach

In a healthcare contact center, patients should be able to reach you through multiple communication channels including emails, phone calls, WhatsApp, and social media. Offering these options ensures patients can select their preferred communication method, avoiding potential frustration and delays associated with a single-channel approach. This adaptability solves the diverse preferences of healthcare consumers.

Conduct a survey to understand patient preferences in communication channels. Based on the results, prioritize, and optimize the most preferred channels to create a seamless transition between them.

Invest in staff training and development

Investing in ongoing training ensures that your staff members have the specialized knowledge and skills tailored to their roles. A knowledgeable and empathetic staff significantly contributes to positive patient interactions.

Don’t forget to provide opportunities for remote staff to stay updated on healthcare industry trends and enhance their expertise.

Leverage technology for enhanced efficiency

In a healthcare call center, technology serves as an asset. Now there is software with self-service features like appointment scheduling and prescription renewals to reduce call volume, enhancing accessibility for patients.

Bottom Line: Contact centers can serve as a game-changer in healthcare delivery, providing a an easily adaptable solution that addresses the needs of patients and medical professionals. By embracing this innovative approach, medical practices can ensure a more accessible, efficient, and patient-focused healthcare experience.

For a list of reputable contact centers with a focus on medical practices go to: getvoip.com.

Neil Baum, MD, a Professor of Clinical Urology at Tulane University in New Orleans, LA. Dr. Baum is the author of several books, including the best-selling book, Marketing Your Medical Practice-Ethically, Effectively, and Economically, which has sold over 225,000 copies and has been translated into Spanish.