What Health Care Leaders Need to Know about Call Centers

Today, about two-thirds of hospitals in the United States use a call center to empower patients, medical staff, and doctors. Hospital call center software makes it easy for medical staff to connect with patients and provide a better overall experience. 

In fact, according to a recent study by Sequence Health, hospital call centers have been shown to improve customer satisfaction, department satisfaction, ROI, and savings to organization. If you’re considering an investment in hospital call center software, here’s what you need to know.

Call centers boost patient engagement

While it may be uncomfortable to consider patients as customers in the health care industry, hospitals often practice the same principles as traditional retail businesses when it comes to providing a satisfactory customer experience

Health care call center software provide collaboration tools, such as conferencing, chat, and messaging, which allow medical staff to securely communicate with patients. In addition, omnichannel communication creates a user-friendly experience for both medical staff and patients by allowing communication over multiple channels. 

Enabling patients to seamlessly interact with live agents across multiple channels encourages engagement among patients who prefer to communicate across a variety of channels, including mobile phones and desktops.

Today, patients expect self-service options in addition to omnichannel interactions. User-friendly interactive voice response (IVR) systems further promote patient engagement by providing patients with self-service options for billing and appointment scheduling. IVR systems offer patients the option to connect with a live agent at any time during the self-service process in the case of an issue.

Call centers enhance patient follow-up efficacy

The rising expectations of modern patients requires hospitals to prioritize patient follow-ups to ensure patient satisfaction. Hospital call center software enables medical staff to make outbound calls to follow up with patients to ensure satisfactory post-discharge outcomes, send appointment reminders, and determine patient satisfaction.

And hospital call center software also allows agents and providers to connect with patients through video and digital channels. Communicating through video allows patients and health care providers to reduce the need for in-house visits, approve prescription medications, and speed up interaction time while offering a personalized patient experience. Digital channels also allow providers to send updates and appointment reminders.

Call centers make quality management simple

Providing a satisfactory patient experience starts with quality management. Hospital call center software provides tools for quality management to improve interaction quality and boost patient experience. 

Bright Pattern’s call center software uses keyword extraction and deep content analysis by IBM Watson to notify health care leaders of areas of improvement. Quality management coaches can search digital messages and calls to identify potential issues and gain insights. 

Hospital call center software also allows health care leaders to store and review call and screen recordings to ensure proper quality management. All call and screen recordings are stored securely to protect personal patient information. Through quality management software, health care leaders can make the appropriate changes in their customer service model to provide improved and personalized experiences for patients.

Call centers are HIPAA-compliant

Many health care leaders are hesitant to use medical call centers because of strict HIPAA regulations. Because Bright Pattern hospital call center software is HIPAA compliant, medical staff and health care providers can maintain compliance with HIPAA regulations. 

Features like roles-based access control, encryption of data transmissions, and powerful scripting language enable health care providers to provide an improved patient experience while adhering to increasing regulatory requirements.

Today, growing patient demands require hospitals to innovate and adapt while offering an exceptional patient experience. To gain an advantage over the competition, hospitals should consider investing in hospital call center software to provide a satisfactory patient experience and improve patient interactions.

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