The healthcare industry, especially healthcare providers have experienced tremendous growth in the past few years. The growth has only accelerated during the pandemic, where the healthcare providers have played a major role in saving countless lives. However, the growth has led to an increased number of patients. And efficiently meeting the patients’ requirements and providing them with the right information at the right time via their preferred channels have become a challenge for most healthcare providers.
That is why, many healthcare providers including hospitals, long-time care units, clinics, and hospices have chosen to some of their patient communications to reputed HIPAA compliant call centers like Ameridial that can not only offer the patients with the information and answers but can also deliver a superior patient experience.
Offering and fulfilling an extensive range of benefits to healthcare organizations, call centers help in effectively connecting the healthcare providers through multiple communication channels, implementing a better CX, and minimizing costs. Choosing the right healthcare call centers can help you in achieving your goals while obtaining high potential for optimal return on investment (ROI).
What Healthcare Providers Need to Know About Call Centers?
In today’s era, healthcare providers are becoming more patient-centric that eventually is raising high demands for call centers to fill in the gap between communications; call centers to help in deepening the hospital’s brand awareness, thereby increasing physician referrals.
Healthcare call centers offer accuracy, swiftness, and personal attention to patients, which might not just help reduce the call abandoning rates but also sum in better result-oriented brand perception and referrals. By contacting call centers for medicare needs, no patients get unnoticed. Healthcare call centers can take care of their health-related issues varying from minor queries to major issues that require immediate attention.
When a patient in need tries to reach a physician, they either have to go through several steps of communication, starting from a cranky receptionist’s voice on the other end of the call, or stuck in a call queue. A study from Frost & Sullivan Research found that being on hold for an extended period is one of the top reasons cited for patient dissatisfaction.
Hiring a HIPAA-compliant healthcare call center can help healthcare providers deliver a superior patient experience at each interaction without having to worry about patient information breaches. So, more and more healthcare providers today choose to opt for HIPAA-compliant healthcare call centers with deep industry experience.
Let’s Discuss the benefits obtained that can add value to the Healthcare Providers.
The level of convenience and the service provided is different when the healthcare providers use call center software as a part of their practice. Managing the healthcare sector is an essential task to maintain, where starting from equipment management to maintaining records to its minutest details is necessary. In this situation, a healthcare call center is necessary for assisting every need and ensuring every record is skillfully maintained through follow-up calls and reminders. In addition, they can also use email support services for checking up with the patients regularly.
- Effective Care: The satisfaction of patients has always been a game-changer in every business to date. The same applies to a healthcare provider as well, where it magnifies to an extent about patients that require intensive care and reminders. The well-being completely depends upon the services provided by a healthcare unit. Therefore, outsourcing the complete process can be one of the major requirements that Hospitals should take care of. A healthcare call center can take care of everything from medical answering service, appointment setting, prescription reminders, and much more.
- Bridging the Gap in between the Front and Back Office: Maintaining appropriate administrative records of patients and their prescriptions are often difficult to manage. Thus, the healthcare call center can proactively manage and prioritize efficient distribution of work. Implementing business intelligence significantly improves operational efficiency, meet SLA’s and measure regulatory compliance.
- Collections/ Payments: Healthcare providers usually face the challenge of medical collections. Contact center services can streamline fee collections and improve the productivity of the collections department. Payment by phone using automated service is easy to use and implement.
- Proactive Engagement: Providing multi-channel assistance through various support platforms like email, chats, and text messages automatically minimize various interrupted interactions. Call centers help in retaining the customer base with these supports, so they do not switch to other options available.
Improving Patient Experience with Healthcare Call Center
With the constant innovative technology and rise in smartphone usage, call centers contacting customers and patients via telephonic calls is still considered to be the one best option for seeking assistance with much clarity. With the help of competent service representative and personalized services, Health care call centers not helps reduce calls abandonment rates but also results in better brand perceptions and referrals.