Healthcare facilities have unique needs that outsourced call centers need to accommodate, including complex compliance guidelines, high call volumes, and delivery of meaningful customer experiences. Due to these guidelines, healthcare providers must carefully select their call center outsourcing company to ensure it has the right people, security protocols, and infrastructure support to deliver quality patient interactions. Here are some things to consider when evaluating which call center services are right for your healthcare organization.
Security Compliance Is a Must
For healthcare providers, violations of the Health Insurance Portability and Accountability Act (HIPAA) can result in costly consequences and penalties. Given the high stakes involved, you don’t want to take any chances by hiring just any call center to do the job. Healthcare providers should ensure they’re hiring a healthcare call center that is HIPPA compliant to protect sensitive patient information to avoid potential problems.
They Should Display Professionalism and Compassion
Compassion and professionalism are critical considerations when searching for healthcare call center companies. Find a company that strives to ensure each patient phoning in is greeted by a warm, comforting voice. Before hiring a call center services company, ensure they have a solid reputation for hiring highly skilled and trained staff who understand the industry and the importance of representing organizations with exemplary service. Don’t be afraid to test them out yourself by calling in and seeing how you’re greeted.
What About Additional Support Services?
Your customer base is diverse. Since healthcare facilities and insurance companies interact with various clients with different technology devices and language preferences, delivering positive experiences means meeting the customer where they are. Your healthcare call center needs to have the proper infrastructure to ensure they’re capable of handling a large volume of daily calls. Communication modes are constantly evolving, so you might consider hiring a healthcare call center company offering multi-channel services like email, web chat, and text messaging.
What Metrics Do They Monitor?
Call center metrics provide valuable insight into the overall performance and effectiveness of your inbound call center services team. One wrong call can abruptly end the patient-provider relationship. The worst part is you may never discover why a patient never returns as only a tiny percentage of customers directly voice their concerns with an organization. Therefore, healthcare call centers need to allocate resources to track performance effectively.
Here are three crucial call center metrics to focus on in terms of key performance indicators (KPIs):
• Net promoter scores
• Member churn rate
• First call resolution.
Before outsourcing your call center, consider what is most important to you and your business. Do they provide healthcare outreach services like these below?
• Pre-Enrollment Services
• Enrollment Services
• Member and Provider Services
• Wellness Outreach (gaps in care, welcome or survey calls)
• Annual Notice of Change (ANOC) and Retention Campaigns.
In today’s competitive industry, there are plenty of call center services to choose from, but not all will provide the same quality service. Find a healthcare call center company committed to providing excellent customer service.
About DialAmerica
DialAmerica provides call center outsourcing services designed to consistently exceed client expectations. They average 100,000 phone hours weekly, which works out to 100 million calls made a year. At DialAmerica, the goal is to establish a human connection with both current and potential customers, providing the best contact center experience possible. They consistently deliver the industry’s highest conversion rates and the top customer satisfaction scores. They train their skilled sales teams to reliably perform on a higher level, which supports optimal revenue generation to benefit your bottom line. DialAmerica employs skilled professionals working from the finest domestic facilities to produce a legacy of success. Their results speak for themselves.
Find the right healthcare call center for your business at https://www.dialamerica.com/
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