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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


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eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

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Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
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Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
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IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 



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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