How Healthcare Call Center Companies Help Improve Patient Experience
Today's healthcare market is becoming increasingly competitive. As more patients are responsible for a larger portion of their healthcare expenses (e.g. higher co-pays or deductibles,) they demand a patient experience that's friendly, seamless, and efficient—similar to other customer services that they experience as consumers.
In addition, they also realize that they have options—which means if they're not satisfied with the patient experience from one facility, they're quite likely to switch provider.
Most of a patient's interactions with a healthcare facility often take place over the phone and that's why healthcare providers should invest in the expertise and resources to ensure a consistent and outstanding patient experience. As such, many healthcare facilities are outsourcing their call center function to third-party providers.
Why Use a Healthcare Call Center Companies?
Healthcare call centers, which are also referred to as medical call centers or hospital call centers, allow facilities such as doctor's offices, clinics, and hospitals to outsource their patient phone calls to alleviate their workload and improve their efficiencies.
In fact, as many as two-thirds of the hospitals in the US use a healthcare call center company. Here are some benefits of doing so:
- Improved patient engagement
- Increased patient satisfaction
- Reduced hold time
- Improved patient management and follow-up efficacy
- Increased brand awareness and customer acquisition
- Improved brand experience and increased word-of-mouth referral
- Increased patient retention rate and ROI
- Improved efficiency in appointment setting, billing, and other administrative tasks
- Lower cost and scalability
In addition, most healthcare call centers are HIPAA compliant. They have the security measures in place to protect sensitive patient data so you don't have to worry about the liability.
Top Healthcare Call Center Companies
There are many healthcare call center companies and it's important to understand the services offered by each so you can select one that best fit the needs of your facility. Some of these companies specialize in providing call center services to the medical industry while some also service other verticals.
Here are a few of the top call center companies for healthcare providers:
Sequence Health: This vendor specializes in working with healthcare providers, offering patient engagement solutions for different specialties (e.g., women's health, cardiology.) Its inbound and outbound call centers handle everything from appointment scheduling and follow-up reminders to insurance verification, form completion, and referrals.
This HIPAA-compliant vendor also offers a Nurseline, which can handle pre- and post-operative instructions, post-operative follow-ups to ensure patient compliance, prescription refills, and FDA trials.
Ameridial: This vendor boasts over 30 years of experience providing call center services to different industries, including healthcare. It offers around-the-clock coverage and flexible support solutions that adjust to your call volume. It also has a disaster recovery plan in place to help minimize disruptions caused by unforeseeable circumstances.
Its healthcare call centers are HIPAA/HITECH compliant to ensure the security of patient information. Its services can integrate with your existing communication system or operate independently.
Specialty Answering Service: The vendor's doctors' answering service includes 24/7 call answering, emergency hotlines, appointment scheduling, and follow-up reminder. It offers a variety of plans to meet the needs of healthcare facilities of different sizes. For example, a pay-as-you-go plan is a great option for smaller practices that have a lower call volume so they don't have to get charged a monthly minimum fee. This vendor is HIPAA compliant and has the proper security measures to protect sensitive patient information. It can also integrate with your practice-management software to handle appointment scheduling, taking the burden off your front office staff.
Choosing Your Call Service Center
Healthcare providers can vastly improve patient experience, increase patient enrollment, and boost patient retention by using a call center company that can help them deliver responsive services while projecting a warm and professional brand image. Not to mention, when existing patients are satisfied, they're more likely to refer others to your facility.
Many of these call center services can be integrated with your existing communication platform to deliver a seamless patient experience while streamlining your operation and improving efficiency.
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