Enhance Patient Care with These 6 Healthcare Contact Center Best Practices

Several studies have shown Quality communication is a key factor in improving patient outcomes. That’s just one important reason why healthcare organizations should implement healthcare contact center best practices.

Additionally, enhancing your contact center can reduce costs, improve patient satisfaction, and drive business growth. What standards should your team follow?

Think about the guidelines that should be followed within your service and support teams.

Key Takeaways:

• Top healthcare contact centers prioritize empathy and patient experience.
• Cloud-based contact centers make it easier to implement and maintain best practices.
• Ongoing training is also critical to an effective healthcare contact center.
• Routing calls based on skills and integrating productivity software increases efficiency and engagement.
• HIPAA compliance is an essential element of any healthcare contact center.

6 Healthcare Contact Center Best Practices to Follow

When you apply the following medical center best practices, your agency, patients, and entire organization will thrive.

1. Put empathy and the patient experience first

To succeed in the healthcare market, you need to be more patient-centric than ever before, and for good reason. For too long, the demands on healthcare practitioners and institutions have meant that many people often experience long waits, late appointments, and rushed visits.

The digital age and access Remote care Patients are given more options for medical assistance. As a result, they choose care teams that understand their feelings and provide a better patient experience.

Let empathy guide all of your other healthcare contact center best practices. This ensures you deliver on your brand promise. When you preach and practice putting the patient experience first, you’ll achieve higher patient engagement and adherence. Improved results.

2. Choose a virtual contact center

Modern technology enables you to provide fast and personalized attention. Cloud-based virtual contact centerwhich performs far better than on-premises setups.

For example: This solution makes it easy for you to offer multiple communication channels to your patients. Allowing patients to use their preferred method of interaction can put them at ease and promote better discussions.

For example, some people may prefer face-to-face conversations over video, while others prefer to deliver sensitive information via text message. Your cloud contact center offers both channels.

Additionally, your communication records are kept organized in one convenient and secure online location. This means agents and supervisors can access important data anytime, anywhere through your communication platform. This benefit helps adhere to healthcare contact center best practices for remote and hybrid teams.

Cloud-based services are also more scalable and flexible, allowing you to meet growing demand. For example, you might need more staff during Healthcare.gov open enrollment or during peak incident times. A virtual contact center allows you to easily bring in more lines and remote workers without the limitations of an on-site call center.

3. Lay a good foundation with excellent onboarding

Contact center supervisors have to deal with higher employee turnover rates than most industries. But just because you need to do more onboarding than others doesn’t mean you should dismiss it.

Making sure new employees understand the importance of seemingly insignificant details can go a long way. Solid training can help your team appear knowledgeable and meet the high standards of healthcare contact center best practices.

A great example is helping them understand how to correctly pronounce key technical terms and doctors’ names. If your support agents are constantly stuttering, it can cause callers to lose confidence in your team.

Likewise, before sending agents, make sure they have adequate knowledge of your contact center software. Teach them how to quickly access important information so they can serve callers efficiently and confidently.

Then, continue to monitor and evaluate agents to maintain your high standards. Reporting and analysis capabilitiesyou can see their progress and quickly adjust training.

4. Segment your employees based on their skills

Whenever possible, focus agents on different areas of the contact center. For example, some team members could focus on new patients, while others handle specific demographics or health conditions.

This can significantly improve your first contact resolution rate. This is because callers always get access to an agent who knows how to best serve them. However, you must ensure your contact center offers Skills-Based Routing Route callers to the right agent the first time.

5. Integrate your CRM and EHR software

Another aspect of healthcare contact center best practices is to make it as easy as possible for your agents to access patient information. You can achieve this using a virtual contact center. direct connection With your customer relationship management software and electronic health records.

With screen pops, when a patient calls, agents will immediately see relevant details on the screen. This enables them to provide timely and personalized service.

6. Ensure compliance with HIPAA regulations

The Health Insurance Portability and Accountability Act has been in place to protect patient data since 1996. A HIPAA-compliant contact center not only protects your customers, it also helps you avoid costly fines and penalties.

Intermediates HIPAA-compliant cloud-based solution Providing you with a worry-free setup. Regardless of the channel you use, you can rely on enhanced security. This protects you from unauthorized access and provides full encryption for all communications.

Top platforms make it easier to follow healthcare contact center best practices

With a powerful communications platform, you’ll find it easier to implement these healthcare contact center best practices. Talk to one of our experts today to find out why. Intermediate Contact Center Everything the modern healthcare team needs to deliver smarter patient engagement.