There are numerous ways that a call center can benefit a medical facility. Patients are more likely to feel satisfaction and at ease when they can reach their health care providers quickly. Medical staffs are busy with the everyday tasks of making the facility run smoothly and seeing to it that patients are tended to in a timely fashion. Having to buy communications equipment and then train personnel to field calls reduces the effectiveness of the staff. This is a costly and inefficient prospect. Busy phone lines are a good thing, but not being able to deal with them isn’t, which is where a call center will more than take up the slack. Whether a practice is small, mid-sized or large, a central center that handles calls will improve communication and most importantly, offer a better patient experience.
The Patient Experience
When a staff can rely on a call center to answer medical issues, such as appointments, billing questions, and schedule changes, it frees them up to focus on in-office patients. This allows team members to remain focused on their responsibilities and to give the patients their undivided attention. Offering that little bit of extra time and help can have an extremely positive impact on the patient experience. Not having to wait on hold, or deal with automated menus will give a patient calling in a great initial impression of the practice. Phone agents from the center can take their time and make the patient feel welcome. Patient care is what it is all about.
Much Depends on the Call Center
Call center medical partners are not all created equal. Reputable centers, as mentioned above, have staff that respond quickly to patients, lessen the burden placed on facility staff, and make a positive difference in the overall patient experience. A call center for a medical practice or hospital makes an extremely efficient communications partner. Reputable call centers such as Westpark Communications can manage as many patients as necessary. The right center for the job makes a huge difference. If needed, a center can offer advice, triage, answer follow-up questions, provide pre-admission help, handle appointment scheduling, referrals, and billing. Customization geared toward each health system or physician organization allows the center to answer virtually any patient inquiry within the shortest time possible.
The Benefits of a Communication Partner
Partnering with a call center medical service means a health practice can have a valuable and affordable asset in place. Through the center, an organization can be reached 24 hours a day, seven days a week, including holidays. Scalability is inherent to accommodate the growing needs of a practice. Ongoing training means that center workers are current in technology and the latest medical language and information. Experienced agents are courteous, friendly, knowledgeable, and patient. Some of the benefits that are evident right away include lower costs coupled with an increase in revenues, improved response times for patient inquiries, and an improvement in patient loyalty and satisfaction, leading to a better reputation for the practice or facility.