Consolidating call centres
Robust call centers can also capture and measure call data against a healthcare organization’s goals, a benefit that can drive ongoing communication improvements.
Using this model, patients are engaged and managed throughout the entire continuum of care: from appointment scheduling and follow-up to education and retention.
Call consolidation allows you to track negative sentiment and review the feedback your business is receiving.
Also, patients are increasingly adopting a consumer-oriented mindset and expecting – even demanding – a higher-quality healthcare experience.Healthcare organizations’ historically volume-based approach to doing business is evolving into value-based models in which preventive care and overall patient wellness are given higher priority.Economic success in this environment depends on healthier patients, who provide high patient satisfaction scores—which potentially generates more reimbursement income.To succeed in this new environment, organizations need to improve both clinically and operationally so that they can maximize their return on investment (ROI).Clinically, this means identifying and using treatments that deliver efficacious outcomes, which will largely be determined by the makeup of the patient population in the future.