The healthcare sector has undergone significant changes over the last decade. Patients now expect to receive information and support from their doctors through various channels, such as email, phone calls, social media, text messages, and even video chats.
Patient access call centers also offer appointment scheduling, prescription refills, billing questions, insurance claims, and other administrative tasks.
This article will examine the benefits that patient access service centers bring by helping you get a faster resolution of your health issues.
1. Better Service at a Lower Cost
Several studies have shown that companies adopting an efficient service delivery model can achieve substantial cost savings while improving quality and customer satisfaction.
When organizations develop their internal processes for handling routine call requests, outsourcing those functions to third-party providers is often more costly. Outsourcing provides major advantages in reducing costs and time spent on mundane tasks. But these same benefits allow your organization to focus its resources and energies where they are most needed — providing high-quality customer experiences.
2. Better Patient Experience
Generally, patients who talk directly to practitioners are happier with their experience than those referred to someone else. There are many reasons for this difference.
One reason could be that your staff treats them as family members rather than faceless callers. Another might be that your agents know the patient by name to assess each individual’s needs better. Still, another factor might be that the patient feels like they have received personalized care.
3. Greater Patient Satisfaction
Patients are more likely to recommend a physician, hospital, or clinic that is friendly, attentive, and responsive. They also prefer to deal directly with medical professionals. Unfortunately, many people have been frustrated by long hold times during telephone calls.
These problems result from a combination of factors, including lack of system capacity, poor technology, and inadequate training.
4. More Efficient Operation
With proper management, inbound contacts can help to optimize workflow to increase throughput and minimize wait times for incoming calls. By implementing an efficient system based on workflows, you can assign specific duties to team members in real-time, which helps streamline operations. Once you’ve got a streamlined method for assigning duties, you’ll be able to predict bottlenecks better when scheduling tasks.
5. Improved Quality Measures
Call centers play a vital role in overall practice performance measurements. According to the Healthcare Financial Management Association (HFMA), nearly 80% of healthcare organizations use automated external messaging systems.
However, only about half of these organizations measure the impact of these programs. Patients expect the best possible care, and if they don’t feel like they are getting that, it becomes increasingly difficult to retain existing customers.
In summary, by providing excellent customer service through inbound contact centers, you will be sure to reap numerous rewards. You will improve satisfaction rates among current and potential patients.
As a result, your business will see increased revenues and improved profitability. Furthermore, you’ll reduce operating costs because you won’t have to spend money on staffing or renting additional office space. Finally, you’ll achieve greater efficiency by scheduling workers more effectively.