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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.

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


2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 



View more from The Connection

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

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