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Healthcare Call Center Best Practices: Work with a Qualified Call Center - The Connection - ContactCenterWorld.com Blog

Healthcare Call Center Best Practices: Work with a Qualified Call Center

When looking for the best contact center partner, keep in mind that not all call centers are alike, and they definitely do not all have the same experience in every vertical. 

If you are considering outsourcing some or all of your call center work, it is critical to choose a partner that has industry-specific knowledge and experience so they understand the “why” behind your business and your clients/customers. Nowhere is that more evident than in the healthcare field, where HIPAA compliance, compassion, and empathy are essentials when it comes to healthcare call center best practices.

Insurance and pharmaceutical companies, wellness providers, medical assistance organizations, and healthcare exchanges all provide a differing and  wide range of services to customers. Yet every organization is different. You will need a partner that can tailor their solutions to meet your specific needs.

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Here are just some of the things that call centers must have, or be able to accomplish for you,, in order to successfully support healthcare clients and their customers:

  • New Customer Acquisition. This might include enrollment/eligibility support, policy selection assistance, and health screening questions and assistance, even cross-selling and upselling of products or services.
  • Customer Support. This might include membership-specific services as well as billing and payment inquiries, claims status information, drug and pharmaceutical assistance, medical provider referrals, even technical help such as resetting ID and password information.
  • Account Management. In addition to serving your customers, your outsource partner must be able to support your business operations and growth. Behind-the-scenes healthcare call center best practices include strict adherence to HIPAA procedures, legal compliance requirements, efficient order processing, and ability to effectively handle adverse events, emergencies, and breaches.

Putting best practices into play

The easiest way to visualize how the right call center can benefit your healthcare business is by reviewing real-life examples.

A Health Care Exchange partnered with The Connection® because of our outstanding track record in achieving performance KPIs and our ability to scale services as clients grow or volume fluctuates. We exceeded their expectations:

  • We partnered with them to develop and provide extensive CSR training and ongoing monitoring to handle customer calls, achieving a 95% quality rating.
  • We created a special CSR team dedicated to reducing the Client’s  huge application backlog, eliminating more than 30,000 pending applications within a very short period of time..
  • We worked with the Client  to develop a dynamic staffing strategy that ensured minimal caller wait times even during peak periods.
  • We proactively identified and implemented additional efficiency improvements aimed at improving the overall customer experience.

In the words of the Client CEO, “The Connection team exhibits an understanding and “can-do” attitude that provides insight, feedback, and value that extends above and beyond their excellent call center services.”

For another Healthcare client, The Connection® was able to institute new customer service features including virtual hold (callers can request a return call rather than waiting on hold for an agent), new workforce management improvements, better alignment of staffing and capabilities, and much more.  The net effect has been a quality rating of 97% or higher along with a 17% reduction in labor costs.

Healthcare call center best practices can boost your customer experience and happiness and boost your bottom line as well. As long as you select an appropriate partner. Want to know more? Give us a call at The Connection®.

Source: https://blog.theconnectioncc.com/healthcare-call-center-best-practices

Publish Date: March 12, 2020 5:00 AM


2020 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.
PH: 8005771872

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044

7.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
PH: 412-621-9310

8.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



View more from The Connection

Recent Blog Posts:
Healthcare Call Center Best Practices: Work with a Qualified Call CenterMarch 12, 2020 5:00 AM
Interpreting a Call Center Metrics Dashboard with The Connection®February 13, 2020 5:00 AM
Benefits of Outsourcing Your Appointment Setting ServicesJanuary 30, 2020 5:00 AM
Customer Service Trends to Look Out for in 2020January 16, 2020 5:00 AM
Causes of Inaccurate Call Center Workforce Forecasting & How To Avoid ThemNovember 21, 2019 5:00 AM
Call Center Staffing: Best Practices for an Outstanding TeamOctober 31, 2019 5:00 AM
It's All in the Numbers: Your Ultimate Guide to Call Center MetricsOctober 17, 2019 5:00 AM
Customer Satisfaction Metrics: What You Should Know About CSAT and NPSMay 30, 2019 5:00 AM
How to Identify the Best Customer Service Assessment Test for Your Call CenterMarch 28, 2019 5:00 AM
Call Center Training Tips for Managing New HiresMarch 7, 2019 5:00 AM

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