This article was originally posted by Shaista Haque for Ameyo.com on September 22.
Call centres have been the backbone of various industry verticals. Contact centres not only enables better management of business, but also helps in providing better customer service. Undoubtedly, call centre services offers an extensive range of benefits to organisations. In healthcare, connecting effectively with service providers through multiple channels of communication is the key towards implementing better patient experience and minimising costs. Optimised call centre operations can play a crucial role in achieving these goals.
These days, healthcare providers are becoming more patient-centric raising the demand for call centres. With a rise in expectation to patient retention initiatives, appointment scheduling, and communications with referring medical professionals, the health centres must keep pace with new communications technologies. Health care providers can extend their unconditional support to the patients by utilising the services of call centre. This would reduce the call volume resulting more effective care of patients by staffs.
The level of convenience and the service that is being offered to the patients is different when the healthcare providers use call centre technology as a part of their practice. Most importantly patients would always be assured that they have continuous access to care. Hospital management is a very important responsibility, therefore it is very necessary to ensure the smooth functioning of the complete process. Hospitals need to take care of everything from equipment management to the maintenance of records for the minutest details. In this condition, a medical call centre can come to the rescue of a hospital ensuring that all the activities like record maintenance and appointment setting, follow-up calls with patients and reminder for pending appointments. In addition, they can also use e-mail support services for checking up with the patients on a regular basis.
Let’s discuss how call centres can add value to healthcare providers:
Effective care of patients: Customers satisfaction has always been a game changer for businesses. This is applicable for a healthcare provider as well. Providing accurate information to a patient is really important since the well-being of the patient completely depends upon the services they are being provided with. Therefore automating the complete process can be one of the major requirements that Hospitals should take care of. On the other hand, hospitals should also ensure that the personnel employed by a customer service centre is completely familiar with patients needs and have the skills and expertise to address different situations.