Using Healthcare Call Center Solutions to Optimize Patient Care

The future of healthcare communications is agile, secure and patient-centric.

In today's digital world, a healthcare call center provides a platform for exchanging accurate patient information amongst doctors, while also ensuring compliance and reducing costs. These scalable solutions also grow with your practice, allowing providers to expand operations when necessary without requiring equipment and additional maintenance and management expenses.

A healthcare call center combines the essential features of a voice over internet protocol (VoIP) and leverages the technology into a unified communications (UC) solution, where the various methods of modern contact are aggregated and used. These solutions work well with the current approach of treating patients like long-term customers.

What is a Healthcare Call Center?

Healthcare providers once only used phone systems for communications purposes. These land-line phone systems provided the ability to send and receive calls, route calls to different extensions, and support limited features such as voicemail. These features were, for the most part, restricted to devices like a desktop handset.

And while these systems provided a means to make voice calls, today they're not the best tools for modern communication that require agility, mobility and a broad array of contact opportunities. These archaic phone systems also cannot integrate with healthcare-specific customer relationship management (HCRM) platforms that aggregate and share essential patient data.

Thus, it's this sharing of patient data that's central to the move from "episodic care" — treating specific injuries and conditions — to a full picture of patient health. This approach is similar to how non-healthcare-related businesses seek to optimize customer experience.

This new approach increases patient engagement, which, in turn, encourages better health and happier patients. It also improves how various providers can coordinate care under the approach model advocated by health insurers and HMOs. When combined, these solutions result in wellness and streamlined interactions that increase efficiencies and improve healthcare providers' bottom line.

What is Healthcare Call Center Implementation?

Providers can reap the benefits of healthcare call centers by unifying communications across their practices. With intuitive centralized management, providers can coordinate multiple locations and travel demands of modern healthcare. Case in point: Doctors, nurses and other providers often travel from site to site. These may be different sites that are chosen for patient convenience, or if the providers have existing relationships with hospitals or clinics in different areas.

In these situations, a patchwork of legacy phone systems remains separate and often useless to the modern practitioner. But solutions such as 8x8's Virtual Office and Virtual Contact Center allow doctors and other providers to care for patients at various locations, with no loss of communication productivity.

Additionally, these solutions can integrate mobile communications, which is crucial since most professionals already manage much of their day through smartphones. Since a smartphone alone is not a practical healthcare communications tool, the VoIP and virtual office backbone can help providers realize so-called "office in their pocket" solutions.

How Can You Effectively Address Privacy Concerns?

A cohesive communications infrastructure also supports back-end functions, such as billing, scheduling and patient support. With all of this information, providers and patients are rightly concerned about privacy.

Patient records and personal information are not only crucial to the delivery of care, but the unauthorized leaking of this information can also cause financial hardships and other concerns. Regulations like HIPAA require providers to safeguard patient information.

To that end, 8x8's solutions are all able to be customized as HIPAA compliant, and 8x8 is a fully compliant HIPAA business associate. With 8x8, not only can providers increase the communication efficiencies of their practices, but they can also help ensure compliance and security.

More than ever, patient data is at risk, simply because so much information is created in modern healthcare. This data drives improved patient experiences and leads to healthier populations, so the best way to address this risk is through top-tier security measures like those provided through 8x8.

With 8x8, providers can face the most pressing issues in healthcare today without worry: providing patient-centric care in a collaborative team environment, securing PHI from data security breaches, and ensuring compliance with HIPAA and other regulations. Businesses can leverage the cloud and enable the seamless exchange of information in a safe, secure and compliant environment.

When it comes to healthcare, 8x8 provides reliable and compliant cloud solutions at a demanding level rarely seen by other cloud providers. Don't take your chances with a subpar cloud-based telecom system. Call 1-866-879-8647 or fill out our online form to request a no-obligation quote from an 8x8 product specialist.

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