By Tina Minnick and Roger Brooksbank, MD, FACEP To achieve business goals, physician practices must focus on services that provide value and identify improvements that enhance quality while driving down cost – all while maximizing the patient experience through quality outcomes and high-touch experiences. These challenges raise an important question: How can physicians do more [...]
An increasing number of savvy small business owners are recognizing that outsourcing their telephone answering services in the form of an off-site receptionist is an excellent way to control costs and enhance customer service without the headaches of hiring an employee. However, before taking this step it is important to assess an accurate value for [...]
Challenge: Administration identified complaint as a major area of opportunity to enhance the customer’s perception of the company Senior management needed a way to standardize complaint management When issues were resolved previously, there was no formal record with which to inform future resolutions Solution: Call 4 Health created a “complaint and grievance hotline”, accessible 24/7 [...]
PVD Screening Community outreach department developed a 3-day PVD screening in support of heart health Promoted event through hospital’s community newsletter Call 4 Health handled 225 calls in a 4 day timeframe, pre-screened and registered 180 people for the event Of those, 21 had additional patient encounters at the hospital within 9 month period following [...]
Challenge: Regional hospital wanted to increase enrollment for community lectures, seminars and screenings. Additionally, it sought to increase efficiency of outreach staff and improve response to community requests. Call 4 Health Solution Call 4 Health established a vanity number for hospital to use for all outreach programs Operators available “24/7” to answer questions related to [...]
Challenge: Launched a multi media (print, radio, tv, direct mail) marketing campaign for bariatric program. The marketing campaign was supported by PR and grass roots initiatives such as brochures, flyers and posters. Marketing department was tasked with answering calls and responding to request for information; however, callers often were misdirected by switchboard operators or lost [...]
Challenge: Family Planning and Wellness Center sought a solution to help the organization to (1) increase patient satisfaction scores (2) improve revenue (3) increase amount of time nurse leaders devote to patient care. Administration wanted to find a way to improve customer service by allowing the callers to gain access to appointment schedulers in the [...]
